Customer Support Officer at Myrtle Management Consultants

Job Description

• Our client is seeking a Customer Support Officer to  manage all customer communication from order confirmation to final delivery, ensuring clarity, reassurance, timely resolution, and a consistently high-quality customer experience.
• The Customer Support Officer serves as the primary point of contact between the company and its customers. This role handles inquiries, complaints, delivery coordination, and post-purchase communication while maintaining accurate records and safeguarding brand trust.

Key Responsibilities

• Customer Communication
• Respond promptly and professionally to customer inquiries via:
• Instagram and other social media DMs
• Email
• Phone calls
• Provide accurate product information and real-time order status updates

Assist customers with:

• Order placement
• Order modifications
• Address corrections
• Delivery clarifications

Order & Delivery Coordination

• Proactively communicate with customers from dispatch through final delivery
• Liaise with the Fulfilment Admin and operations team to confirm:
• Dispatch status
• Delivery timelines
• Communicate with last-mile delivery partners to resolve delays or delivery issues

Issue Resolution

• Handle customer complaints calmly, professionally, and efficiently
• Escalate unresolved, complex, or sensitive issues when required
• Ensure all complaints are properly documented and followed through to resolution

Sales & Retention

• Identify opportunities to upsell or recommend relevant products during customer interactions
• Close sales where appropriate while maintaining a polite, non-pushy approach
• Uphold brand tone and customer trust at all times

Documentation & Reporting

• Maintain daily customer support logs, including:
• Number of inquiries handled
• Complaints received and resolved
• Pending issues
• Sales conversions from support interactions
• Submit accurate end-of-day reports

Qualifications

Educational & Professional Requirements

• Minimum of OND in any discipline
• HND or Bachelor’s degree is an added advantage
• Previous experience in customer service, call center operations, retail, or online support is an advantage
• Experience handling phone calls, chats, emails, or social media customer interactions is a plus
• Familiarity with Instagram DM handling via Meta Business Suite is desirable
• Must have access to a laptop and be comfortable working online