customer service representative

1 day ago

Lekki, Lagos, Nigeria Beauty Hut Africa Full time

POSITION SUMMARY :

The Customer Service Representative is the front line of customer interaction, responsible for handling all customer inquiries, complaints, and support requests across multiple channels to ensure exceptional customer satisfaction and loyalty.

KEY RESPONSIBILITIES

Customer Support (50%)

Respond to customer inquiries via phone, email, WhatsApp, and social media

Handle order status inquiries, product questions, and general support

Process order modifications, cancellations, and special requests

Provide product recommendations and usage guidance

Track and follow up on customer issues until resolution

Maintain accurate records of all customer interactions in CRM

Order Management Support (20%)

Assist customers with order placement and checkout issues

Coordinate with logistics team on delivery inquiries

Process return and exchange requests

Handle payment-related questions and issues

Update customers on order status and tracking

Resolve order discrepancies and errors

Complaint Resolution (15%)

Handle customer complaints with empathy and professionalism

Investigate issues and determine appropriate solutions

Escalate complex issues to Customer Service Manager

Follow up to ensure customer satisfaction post-resolution

Document complaint patterns for management review

Product & Service Knowledge (10%)

Maintain expert knowledge of all Beauty Hut products

Stay updated on new product launches and promotions

Understand skincare basics to provide informed guidance

Learn company policies, procedures, and systems

Participate in product training sessions

Reporting & Documentation (5%)

Log all interactions in CRM/support system

Generate daily activity reports

Track resolution times and outcomes

Contribute to knowledge base documentation

Report trends and recurring issues to management

Benefits – HMO, Pension and 13th Month.

Job Type: Full-time

Pay: ₦200,000.00 per month

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