Customer Service Support at Jibs-Ray Nigeria Limited

Job Description

• We are seeking a highly motivated and customer-focused individual to join our CRM department as a Customer Care Support.
• The successful candidate will be responsible for providing exceptional customer service, resolving inquiries, and ensuring customer satisfaction.
• This role involves working closely with the CRM team to enhance customer relationships and contribute to the overall success of the organization.

Key Responsibilities
You will have the following responsibilities but are not limited to:

• Answer incoming customer calls and general customer concerns.
• Responsible for maintaining a customer-focused attitude and high level of professionalism by establishing a positive rapport with each customer.
• Impact the company’s bottom line by problem-solving and focusing on activities that create lifetime customers.
• Required to possess sound product knowledge which is critical for offering quick and accurate assistance to customers.
• Will be responsible for operating CRM Software to achieve the following:
• Document customer interactions and data, issues, and resolutions in the CRM system.
• Engage website visitors by sending targeted emails/newsletters to leads & customers (Email Marketing) and targeted automation.
• Handle all our communication channels and attend to all Social Media Platforms’ inbound messages/prompts.
• View and recover abandoned carts.
• Create retention campaigns, from conceptualization through to analysis e.g Offer incentives via loyalty and referral programs.
• Run scheduled surveys to engage customers and get valuable feedback about our services.
• Continuously improve our company's customer retention rate as well as the average order value and customer lifetime value.
• Generate ideas to reward loyal customers/ appreciate Customers on their Birthdays.
• Build E-Commerce reports to track business growth.

Requirements and Skills

• Bachelor's Degree / HND in Business Administration, Management, or related field.
• Proven working experience as a Client Relations officer and Customer Service Officer
• Minimum of 2 years experience.
• Clear and persuasive communication skills
• Empathy
• Friendly/warm personality
• Ability to use positive language
• Patient and attentive
• Problem-solving skills
• Great adaptability skills
• Self-control and patience
• Prior experience with CRM Software.