E-commerce Customer Service Officer at SKLD integrated Services LLC

Location: Gbagada, Lagos

Job Summary

• The job exists to manage the e-commerce store by providing the best customer experience at all stages of the customer’s journey from order to delivery.
• This role maximizes the commercial potential of the e-commerce store by ensuring a seamless flow in the process of purchasing items from the store and guaranteeing customer satisfaction.

Main Responsibilities

• Deals promptly and professionally with customers/clients through various channels including but not limited to calls, emails, social media chats on product details, and the ordering process.
• Guides and advises potential customers intending to convert to purchase by upselling and cross-selling where necessary
• Keeps proper documentation of all customer interactions, transactions, comments, and complaints whilst reporting the same accordingly.
• Ensures satisfactory outcomes for customers and resolves issues fairly while maintaining a positive image for SKLD and adhering to corporate terms & conditions
• Reports on customer service statistics, showing e-mail and order volumes
• Processes orders, forms, applications, and requests.
• Manages and tracks customers' orders and communicates clearly with customers throughout the sale journey from order to delivery - updating and giving a new delivery timeline to customers as applicable.
• Tracks and matches payments of delivered or refunded orders
• Updates the customers about the nature of after-sales service.
• Updates the customers about the transit of the products and follows up with the delivery team to ensure timely delivery.
• Attends to customer feedback or complaints on damaged products and advises customers on refund policy as necessary.
• Generates feedback from customers on product and service delivery and areas of improvement.

Job Requirements

• Candidates should possess a Bachelor's Degree qualification
• Minimum of 2 years experience in customer service.
• E-commerce background is an added advantage
• Must be a sales-oriented person.
• Quick learner with the ability to absorb extensive information on our brand's history, product offerings, and communications/advertising program
• Outstanding written and verbal communication skills, great phone etiquette, and elevated speech
• Proactive personality and self-motivator
• Strong computer skills in Microsoft Office applications and the ability to learn new applications quickly.

Salary and Benefits

• N60,000 monthly.
• Leave Allowance.
• HMO.
• Group Life Assurance.