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customer service executive call center experience

2 weeks ago

Lagos, Lagos, Nigeria OptimumFoodie Full time

Job Title: Customer Service Executive

Location: Lagos

Employment Type: Full-Time

Experience Level: Mid-Level

Job Summary

We are seeking a proactive and customer-centric Customer Service Executive with strong call center experience and proven social media management skills. The ideal candidate will handle inbound and outbound customer calls, manage customer enquiries across digital platforms, resolve complaints, and support the company's online engagement efforts. This role requires excellent communication skills, quick problem-solving abilities, and the ability to manage customer interactions professionally across multiple channels.

Key Responsibilities

Customer Service (Call Center Duties)

  • Handle inbound and outbound calls professionally and efficiently.
  • Respond to customer enquiries, provide accurate information, and resolve issues promptly.
  • Document customer interactions, complaints, and resolutions in the CRM system.
  • Follow up on customer concerns to ensure satisfaction and closure.
  • Escalate complex issues to the appropriate departments when necessary.
  • Maintain service level targets (call handling time, response time, customer satisfaction scores).

Social Media & Digital Communication

  • Manage customer enquiries and complaints across social media platforms
  • Respond to comments, DMs, and reviews in a timely and professional manner .
  • Assist in creating basic content (texts, captions, replies) that align with brand tone.
  • Collaborate with the marketing team to ensure consistent communication.

General Duties

  • Ensure high levels of customer satisfaction and retention.
  • Provide daily or weekly reports on customer service activity.
  • Participate in training sessions to improve service delivery.
  • Maintain a positive and empathetic attitude toward customers at all times.

Requirements

  • Minimum of 2–4 years' experience in a call center or customer service role.
  • Proven experience managing customer queries on social media platforms.
  • Strong verbal and written communication skills.
  • Excellent listening, problem-solving, and interpersonal skills.
  • Proficiency in CRM systems and social media tools.
  • Ability to multitask, prioritize, and work under pressure.
  • Strong attention to detail and high level of professionalism.
  • Basic content creation skills (captions, responses, simple visuals) are an added advantage.

Preferred Skills

  • Experience in customer service for a service-based or product-based company.
  • Familiarity with social media tools.
  • Ability to work flexible hours, including weekends when required.
  • Fast learner with a passion for customer engagement and brand communication.

HOW TO APPLY : Interested candidate can forward their CVs to using the job title as the subject of the mail

Job Type: Full-time