Virtual Customer Care Executive at Arami Essentials Cosmetics Nigeria Limited

Ideal candidate will work strictly off peak hours i.e. 5:00pm to 9:00am WAT on Monday to Saturday and 3:00pm on Saturday to 9:00am on Monday. The Virtual Customer Care Executive reports to the Customer Care Lead and is to assist in handling our fast-growing customer base.

Duties and Requirements

• Respond to all direct messages and chats across all channels -Instagram, WhatsApp, Twitter, Facebook, Webchats
• Respond to all emails received on the customer care and orders emails
• Share all mentions of Arami on Instagram & all reviews/pictures/videos received via Instagram direct message in the customer engagement Slack channel
• Send all Arami Earth process emails
• Fill customer care report tracker sheet
• Create manual orders
• Ensuring customer's satisfaction at all times
• Processing complaints and ensuring resolution
• Other duties that may be assigned

Knowledge, Skills and Abilities (KSA) Required

• Good knowledge of Social Media
• Great communication and time management skills
• Ability to complete tasks on time with little supervision
• Attention to detail
• Quick decision making
• Patience
• Reliability - the ability to deliver the promised service in a consistent and accurate manner.
• Assurance - the knowledge level and politeness of the representative and to what extent they create trust and confidence.
• Empathy - to what extent a representative cares and gives attention.
• Responsiveness - how willing the representative is to offer a speedy service.Academic

Qualifications and Experience Required

• HND/B.Sc. in any Social Sciences discipline
• Good knowledge of Customer Relations Management (CRM)
• At least 2 – 3 years’ experience in Customer Service.
• Salary is from N100,000 to N150,000 Net. (negotiable based on experience)