Customer Service Liaison

1 month ago

Lagos, Lagos, Nigeria Jenniez School of African Interior Design Full time
Customer Service Representative Job Description

Jenniez School of African Interior Design and Jenniez Designs are seeking a dedicated and enthusiastic Customer Service Representative to provide exceptional service and support to prospective and current students, clients, and other stakeholders. The role involves managing inquiries, resolving issues, and ensuring a positive experience for both design clients and students.

The Customer Service Representative will act as the first point of contact for both the school and the design firm, helping to maintain customer satisfaction, foster relationships, and support business growth. This is a full-time position that requires excellent communication skills, a customer-oriented mindset, and the ability to work across both the educational and design services sectors.

  • Handle Inquiries and Customer Support
    • Respond to inquiries via phone, email, live chat, and social media platforms.
    • Address questions about courses, admissions, enrollment, tuition fees, payment plans, design services, project timelines, and other general inquiries.
    • Provide accurate information about the school's programs and the design company's services to prospective students and clients.
    • 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 timely and professional manner.
    • 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.
    • Provide feedback to the team on recurring customer issues to improve service delivery.
  • 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.
    • Maintain ongoing communication with students and clients to ensure they are updated on course schedules, project timelines, and any other relevant information.
  • 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.
    • Promote student engagement by encouraging participation in school events, workshops, and webinars.
    • Encourage design clients to provide feedback and testimonials, building long-term relationships for repeat business.
  • 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.
    • Support the Client Relations and Account Manager in day-to-day administrative tasks related to customer service and relationship management.
    • Assist in coordinating events, such as student orientations, school forums, or design presentations, ensuring customers have the information they need.

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.

Required Skills & Qualifications

  • Education: Bachelor's degree in a relevant field (preferred but not required) or proven experience in customer service roles.
  • Experience: Minimum of 2 years of experience in customer service, preferably in an education or service-based industry.
  • Communication: Excellent verbal and written communication skills with the ability to explain complex information clearly and concisely.
  • Problem-Solving: Strong problem-solving abilities with a customer-first mindset; able to manage and resolve conflicts efficiently.
  • Technical Proficiency: Experience with customer relationship management (CRM) systems, Microsoft Office Suite, and basic office equipment.
  • Interpersonal Skills: Friendly, approachable, and patient demeanor with a focus on customer satisfaction and relationship-building.
  • Organization: Highly organized with the ability to manage multiple tasks simultaneously and prioritize workload.
  • Attention to Detail: Keen attention to detail when managing customer records, tracking inquiries, and following up on customer issues.
  • Team Collaboration: Ability to work closely with other departments, including academic, marketing, finance, and design teams, to provide a seamless customer experience.

Preferred Skills

  • Experience in the education or interior design industry.
  • Familiarity with basic graphic design or web content management tools (e.g., Canva, WordPress) for supporting marketing efforts.
  • Multilingual abilities, especially in languages relevant to the target customer base, are a plus.

Work Environment

  • This role is primarily office-based, with occasional flexibility for remote work.
  • The Customer Service Representative will interact with a wide range of people, including students, parents, prospective clients, vendors, and partners.
  • Occasional support during school events, workshops, or client meetings may be required.

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