Customer Service Representative

58 minutes ago

Lagos, Lagos, Nigeria FoLiXx Hospitality Full time
  1. Customer Support:
    o Respond promptly to customer inquiries received through various channels,
    including phone calls, emails, live chats interactions.
    o Provide accurate and professional responses to customer questions,
    concerns, and requests, ensuring all interactions are handled with a
    customer-first mindset.
    o Follow up on unresolved inquiries to ensure customer satisfaction and
    resolution.
  2. Issue Resolution:
    o Actively listen to customers to understand their issues and identify root
    causes.
    o Troubleshoot problems systematically and provide clear and actionable
    solutions within the shortest possible time.
    o Collaborate with other departments, such as kitchen and or logistics, to
    resolve issues efficiently.
    o Monitor and follow up on outstanding issues to ensure they are resolved to
    the customer's satisfaction.
  3. Product Knowledge:
    o Maintain an in-depth understanding of the company's products, services,
    features, and policies to provide accurate and up-to-date information to
    customers.
    o Proactively seek out product updates and participate in training sessions to
    stay informed about new launches or changes.
  4. Feedback Handling:
    o Collect, document, and analyze customer feedback to identify trends and
    recurring issues.
    o Escalate critical feedback and unresolved complaints to your line manager,
    ensuring follow-through until resolution.
    o Provide recommendations to improve products, services, or processes
    based on customer input.
  5. Relationship Building:
    o Build positive relationships with customers by demonstrating empathy,
    patience, and professionalism during every interaction.
    o Personalize customer interactions to create a memorable and satisfactory
    experience.
    o Engage proactively with loyal customers, addressing their needs and
    reinforcing brand loyalty.
  6. Record Keeping:
    o Accurately document all customer interactions, inquiries, complaints, and
    resolutions in the customer relationship management (CRM) system.
    o Maintain up-to-date customer profiles and interaction histories to support
    seamless follow-ups and team collaboration.
    o Ensure data accuracy and confidentiality in compliance with company
    policies and data protection regulations.
  • Education: High School Diploma or equivalent; a degree in a related field is a plus.
  • Experience: 1-2 years of customer service experience preferred but not required.
  • Technical Skills: Proficient in MS Office and CRM tools.
  • Soft Skills: Excellent communication, active listening, and problem-solving skills.
  • Attributes: Patient, empathetic, and able to work in a fast-paced environment.

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