Customer Service Representative

Job title: Customer Service Representative

Location: On-site 16 Bankole Street, Oregun.

Company Overview:

Autogirl is a dynamic transportation rentals company committed to providing flexible and convenient mobility solutions for a wide range of travel needs. Whether for business, leisure, or special occasions, we offer diverse rental options that cater to every journey. Our focus is on delivering a seamless and stress-free rental experience, supported by our friendly customer service and quality vehicles. At AutoGirl, we don't just rent out transportation—we help you reach your destination with ease and confidence, making every trip memorable.

Job Summary:

As a Customer Care Representative at AutoGirl, you will be at the forefront of delivering exceptional service by engaging with customers to understand their diverse transportation rental needs. Our customer department is divided into two departments.

• Bookings team : Your role is to merely answering inquiries; you will provide expert guidance,
• Operations support team : Your role resolves issues with empathy, and ensures seamless coordination with internal teams.

NOTE : That you can only be employed to ONE of these teams. Success in these roles will be measured by key performance indicators (KPIs) such as customer satisfaction scores, first call resolution rates, and customer retention. You will also contribute to operational efficiency by identifying process improvements and helping implement customer feedback. To excel in this position, you should bring strong communication skills, a proactive problem-solving mindset, and the ability to work in a fast-paced environment. Your dedication to providing personalized support and exceeding expectations will be vital in maintaining AutoGirl's reputation for quality service and driving repeat business.

Duties & Responsibilities Of Bookings Team:

• Engage with customers promptly and professionally across multiple channels (phone, email, and chat), ensuring each interaction reflects Autogirl's commitment to a friendly and helpful service approach.
• Listen actively to customers to understand their rental needs, providing personalized guidance on selecting the right vehicle, navigating rental terms, and finding the most suitable transportation solutions for their specific situation.
• Deliver clear and thorough information on rental policies, vehicle availability, pricing details, and special promotional offers, making sure customers feel fully informed and confident in their rental decisions.
• Promote loyalty programs and special offers to drive customer retention, explaining the benefits and rewards of repeat rentals while addressing any questions or concerns they may have.
• Accurately maintain records of all customer interactions and rental agreements using our CRM software, ensuring that customer data is up-to-date and organized for seamless future service.

Duties & Responsibilities Of Operations Support Team:

• Handle complaints and resolve conflicts with empathy, taking the time to understand the issue and providing tailored solutions to achieve a positive outcome, while always aiming to exceed customer expectations.
• Coordinate with internal teams, including logistics and maintenance, to quickly resolve service issues or vehicle availability challenges, keeping customers informed throughout the process and minimizing disruption to their plans.
• Offer alternative solutions, such as rental upgrades, extensions, or changes to booking arrangements, to accommodate customer needs while balancing operational requirements and company policies.
• Build strong, lasting relationships with customers by following up on their rental experiences, collecting feedback, and using that feedback to suggest improvements to enhance future interactions and services.
• Accurately maintain records of all customer interactions and rental agreements using our CRM software, ensuring that customer data is up-to-date and organized for seamless future service.

Benefits

• HMO
• Transport allowance
• Call allowance
• Data allowance
• Commissions for bookings team
• Bonuses for operations team

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT): Target of 90%+
• First Call Resolution Rate: Minimum of 85%
• Average Response Time: Less than 2 minutes for chat/email, immediate for phone calls
• Customer Retention Rate: Aim for a 10% increase in repeat rentals
• Feedback Implementation Rate: Incorporate 80%+ of actionable feedback from customer reviews

Qualifications & Requirement:

• Experience: 1-3 years in a customer-facing role, ideally within the transportation, automotive, or rental industries.
• Skills: Exceptional communication skills with a knack for problem-solving and conflict resolution.
• Technology: Familiarity with CRM software and basic understanding of transportation logistics.
• Personality: Customer-centric, proactive, and eager to go the extra mile to ensure satisfaction.

To apply send your cv and cover letter :

Job Type: Full-time

Must reside on the mainland

Job Type: Full-time

Ability to commute/relocate:

• Lagos: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer Service: 2 years (Preferred)