Digital Retail Customer Support Specialist at Mopheth Group

Job Description:

As a Digital Retail Customer Support Specialist, you will play a crucial role in delivering excellent customer service and support to our online customers.

Job Functions/Responsibilities

• Respond promptly to customer inquiries and concerns through various digital channels, including email, live chat, and social media, ensuring a high level of customer satisfaction.
• Assist customers with order placement, product inquiries, shipping updates, returns, and other service-related issues, providing accurate and helpful information.
• Process orders, returns, and exchanges in accordance with company policies and procedures, ensuring timely resolution and follow-up with customers.
• Collaborate with cross-functional teams, including logistics, sales, and product management, to address customer issues and improve the online shopping experience.
• Monitor online reviews and feedback, identifying trends and opportunities for improvement, and escalate issues as needed to management.
• Maintain accurate records of customer interactions, transactions, and inquiries, using CRM software or other tracking tools.
• Stay updated on product knowledge, promotions, and company policies to effectively assist customers and provide relevant information.
• Contribute to the development of digital customer service policies, procedures, and best practices, ensuring alignment with industry standards and customer expectations.

Requirements/Qualifications

• HND/BSc in any relevant field.
• Minimum of 3 - 5 years of experience working with eCommerce sites, preferably in a customer service or support role.
• Strong communication and interpersonal skills, with the ability to effectively engage with customers and resolve issues in a professional manner.
• Excellent problem-solving abilities, with a proactive and solution-oriented approach to customer service.
• Familiarity with CRM software, live chat platforms, and other customer service tools and technologies.
• Ability to work efficiently in a fast-paced environment, with a focus on delivering exceptional service and meeting customer needs.
• Attention to detail and accuracy in order processing, data entry, and documentation.
• Availability to work onsite at Victoria Island, Lagos, and flexible to work weekends or evenings as needed.

Why Join Us:

• Competitive salary and benefits package, including HMO and Pension Plan.
• Opportunity to work with a dynamic team in a fast-growing retail company with a strong online presence.
• Professional development and growth opportunities, with training and support provided to enhance your skills and advance your career.
• Convenient location onsite at Victoria Island, Lagos, with access to public transportation and amenities.