Customer Support Officer at Prestigious Consulting Group

Job Summary

• We are seeking a Customer Support Officer to provide excellent customer service, manage customer enquiries and complaints, coordinate after-sales support, and provide administrative and operational support to the Operations Manager.
• The ideal candidate should have strong communication and problem-solving skills, experience in customer service, and the ability to manage multiple tasks in a fast-paced retail environment.

Key Responsibilities

• Respond to customer enquiries, complaints, and requests through phone, WhatsApp, email, and other channels.
• Provide timely and professional solutions to customer issues and escalate complex matters when necessary.
• Coordinate after-sales support, including product complaints, warranties, repairs, returns, and exchanges.
• Follow up with customers on pending issues and ensure timely resolution.
• Maintain accurate records of customer complaints, enquiries, resolutions, and feedback.
• Monitor recurring customer issues and provide recommendations for service improvement.
• Support the Operations Manager with daily operational coordination, follow-ups, documentation, and reporting.
• Assist in tracking branch activities, pending issues, and operational requests.
• Liaise with Branch Managers, sales teams, technicians, and other departments to resolve customer and operational issues.
• Prepare basic customer service and operational reports as required.
• Support the implementation of customer service standards and operational procedures.
• Perform other duties assigned by the Operations Manager or Management.

Key Performance Indicators (KPIs)

• Customer response and resolution time.
• Customer satisfaction and feedback.
• Number of complaints successfully resolved.
• Follow-up completion rate.
• Accuracy and timeliness of reports.
• Timely resolution of outstanding customer and operational issues.
• Quality and effectiveness of support provided to the Operations Manager.

Requirements

• Bachelor's degree, HND, or OND in Business Administration, Marketing, Mass Communication, Customer Service, or a related field.
• 1–3 years of experience in customer service, preferably in retail, consumer electronics, home appliances, telecommunications, or a related industry.
• Excellent verbal and written communication skills.
• Strong customer service and complaint-resolution abilities.
• Good organisational and administrative skills.
• Proficiency in Microsoft Office, WhatsApp, email, and basic reporting tools.
• Ability to multitask, follow up effectively, and work with minimal supervision.
• Must be based in Port Harcourt
• Must be proactive, professional, patient, and results-oriented.