Customer Service Representative

Job title : Customer Service Representative

To provide excellent customer support by addressing enquiries, resolving complaints, providing accurate information about the organisation’s products and services, and ensuring a positive customer experience that promotes customer satisfaction, loyalty and retention.

Key Responsibilities

1. Customer Support
   • Respond to customer enquiries through phone calls, emails, social media and other communication channels.
   • Provide accurate and timely information about the organisation’s products and services.
   • Assist customers with service requests, complaints and other concerns.
2. Complaint Management
   • Receive, document and resolve customer complaints promptly and professionally.
   • Escalate complex or unresolved issues to the appropriate department.
   • Follow up on complaints to ensure satisfactory resolution.
3. Customer Relationship Management
   • Maintain professional relationships with customers.
   • Follow up with customers to obtain feedback and ensure satisfaction.
   • Identify opportunities to improve customer experience and retention.
4. Documentation and Reporting
   • Maintain accurate records of customer enquiries, complaints and resolutions.
   • Prepare periodic reports on customer feedback, complaints and service performance.
   • Monitor recurring customer issues and recommend improvements.
5. Service Coordination
   • Liaise with relevant departments to resolve customer issues and fulfil service requests.
   • Track outstanding customer requests and ensure timely resolution.
   • Communicate service updates and relevant information to customers.
6. Customer Experience Improvement
   • Identify service gaps and recommend measures to improve service delivery.
   • Participate in customer satisfaction surveys and service improvement initiatives.
   • Ensure compliance with the organisation’s customer service standards, policies and procedures.

Qualifications and Experience

• A Bachelor’s degree or HND in Business Administration, Mass Communication, Marketing or a related field.
• 1–3 years of relevant customer service experience.
• Experience in telecommunications or a service-oriented organisation is an advantage.

Required Skills and Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and customer relationship management skills.
• Good problem-solving and conflict-resolution abilities.
• Patience, empathy and attention to detail.
• Good organisational and time-management skills.
• Proficiency in Microsoft Office applications.
• Ability to work effectively under pressure and manage multiple customer requests.