Interior Design Support Specialist

6 hours ago

Lagos, Lagos, Nigeria Jenniez School of African Interior Design Full time

Company Overview:

Jenniez School of African Interior Design & Jenniez Designs is a renowned institution dedicated to providing top-notch education and interior design services. Our mission is to foster a supportive and innovative learning environment, empowering our students to succeed in their chosen careers.

Job Summary:

We are seeking a seasoned and enthusiastic Customer Service Representative to join our team. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment. If you are passionate about delivering exceptional customer experiences, we encourage you to apply.

Main Responsibilities:

Inquiries and Customer Support:
  • Serve as the primary point of contact for Jenniez School of African Interior Design and Jenniez Designs, responding to inquiries via phone, email, live chat, and social media platforms.
  • Provide accurate and timely responses to questions about courses, admissions, enrollment, tuition fees, payment plans, design services, project timelines, and other general inquiries.
  • Direct complex inquiries to the appropriate department, such as academic advisors or project managers.
Client and Student Issue Resolution:
  • Manage and resolve customer complaints or issues in a prompt and professional manner, ensuring that clients and students receive a positive experience.
  • Liaise with the relevant teams (e.g., academic, design, finance) to ensure issues are resolved efficiently.
  • Track and follow up on customer issues until resolution, ensuring client and student satisfaction.
Student Onboarding and Client Coordination:
  • Assist new students with the enrollment process, including completing application forms, payment options, and course materials.
  • Ensure smooth onboarding for new design clients by coordinating initial meetings, explaining design services, and setting expectations.
Customer Relationship Management:
  • Foster strong relationships with current and prospective students and design clients by providing personalized support and assistance.
  • Follow up on student progress and client project status, providing updates, collecting feedback, and addressing any concerns.
Administrative Support:
  • Maintain accurate records of customer interactions, inquiries, feedback, and resolutions in the customer relationship management (CRM) system.
  • Assist in preparing reports on customer service activities, response times, and customer satisfaction levels.

Key Performance Indicators (KPIs):

  • Response Time: Ensure all inquiries (phone, email, social media) are responded to within set response time standards.
  • Issue Resolution Rate: Maintain a high percentage of first-contact resolution for customer inquiries and complaints.
  • Customer Satisfaction: Measure customer satisfaction through surveys and feedback forms, aiming for consistently positive results.
  • Customer Retention: Track and improve the retention of students and clients by ensuring timely follow-ups and relationship-building.
  • Lead Conversion: Assist in converting prospective students and clients by providing clear, concise, and helpful information about the school's courses and design services.

Benefits:

As a valued member of our team, you can expect a competitive salary, opportunities for professional growth and development, and a comprehensive benefits package, including health insurance, paid time off, and access to ongoing training and education.

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