Customer Service Representative

Catalyst Path Consulting is recruiting suitably qualified candidates to fill the following position below:

Job Title: Customer Service Representative

Location: Jabi, Abuja (FCT)
Employment Type: Full-time
Work Mode: On-site (Physical presence required)
Reports To: Customer Service Supervisor / Store Manager

Job Summary

• We are seeking a customer-focused, friendly, and professional Customer Service Representative to join our team in Abuja.
• The successful candidate will serve as the first point of contact for customers, providing timely assistance, responding to enquiries, resolving complaints, and ensuring an excellent customer experience.
• The ideal candidate must possess strong communication and interpersonal skills, demonstrate patience, and be capable of handling customer concerns professionally in a fast-paced retail environment.

Key Responsibilities
Customer Support and Engagement:

• Provide accurate information and guide customers in making informed purchasing decisions.
• Maintain positive relationships with customers and promote customer satisfaction.
• Welcome customers and provide professional assistance with enquiries and requests.
• Respond to customer questions regarding products, prices, availability, promotions, and company services.

Complaint Management and Resolution:

• Escalate unresolved or complex complaints to the appropriate supervisor or management.
• Receive, investigate, and resolve customer complaints promptly and professionally.
• Follow up on customer complaints to ensure satisfactory resolution.
• Handle difficult customers with patience, empathy, and professionalism.

Communication and Coordination:

• Communicate product updates, promotional offers, and relevant information to customers.
• Coordinate with the sales, operations, and store teams to address customer concerns.
• Respond to customer enquiries through telephone calls, emails, WhatsApp, and other communication channels.
• Maintain clear and professional communication at all times.

Customer Records and Reporting:

• Prepare daily or weekly customer service reports as required.
• Maintain accurate records of customer enquiries, complaints, feedback, and resolutions.
• Document recurring customer complaints and recommend improvements.
• Protect customer information and maintain confidentiality.

Service Quality and Compliance:

• Adhere to company policies, customer service standards, and operational procedures.
• Ensure customers receive consistent, high-quality service.
• Identify opportunities to improve customer satisfaction and service delivery.
• Perform other duties assigned by the supervisor or management.

Key Performance Indicators (KPIs)
Performance will be evaluated based on:

• Complaint resolution rate and turnaround time.
• Quality of customer interactions.
• Compliance with customer service standards.
• Response time to customer enquiries.
• Accuracy of customer information and service records.
• Punctuality, attendance, and overall professionalism.
• Customer satisfaction ratings and feedback.
• Customer retention and repeat patronage.

Qualifications and Experience

• 1–3 years of experience in customer service, customer relations, or a similar role.
• Experience using POS systems, CRM software, and customer communication platforms is an added advantage.
• Minimum of OND/HND or Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related discipline.
• Experience in a supermarket, retail store, shopping mall, hospitality, or other customer-facing environment is an advantage.
• Basic computer literacy and familiarity with Microsoft Office applications.

Required Skills and Competencies:

• Ability to multitask and work effectively under pressure.
• Patience, empathy, and a customer-first attitude.
• Good listening, problem-solving, and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management skills.
• Ability to work independently and as part of a team.
• Good time management and accountability.
• Strong attention to detail and organizational skills.
• Professional appearance, attitude, and conduct.

Work Location and Conditions:

• The successful candidate must be available to work assigned shifts, including weekends and public holidays where operationally necessary.
• The position is based in Abuja, Nigeria.
• This is a strictly on-site role requiring physical presence at the company's designated workplace.
• The role requires regular interaction with customers in a fast-paced retail environment.

How to Apply
Interested and qualified candidates should send their updated CV to: [email protected] using “Application – Customer Service Representative (Abuja)” as the subject of the email.

Note: Only shortlisted candidates who meet the requirements and are available for on-site work in Abuja will be contacted.

Application Deadline: 30th November, 2026.