Customer Service Representative

Eko Maintenance Limited is a rapidly growing Facility Management Company that specializes in the maintenance of high-rise building facilities with an office located in Victoria Island, Lagos.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Nigeria
Employment Type: Full-time

Job Summary

• Able to communicate effectively, multitask, and work in a fast-paced environment while ensuring excellent service delivery.
• Skilled in handling customer inquiries, resolving issues efficiently, maintaining customer satisfaction, and building strong relationships with customers.
• An experienced Customer Service Representative with 3 years of experience in customer relations, complaint resolution, and service delivery.

Key Responsibilities

• Handle customer inquiries and complaints through phone calls, emails, live chat, and other communication channels.
• Identify recurring customer concerns and recommend improvements to service delivery.
• Meet established customer service targets and performance standards.
• Follow up on customer complaints and requests to ensure timely resolution.
• Maintain professionalism, patience, and empathy when dealing with difficult customers.
• Maintain accurate records of customer interactions, feedback, and transactions.
• Provide accurate information about the company's products, services, policies, and procedures.
• Build and maintain positive relationships with existing and prospective customers.
• Process customer orders, service requests, and other inquiries where applicable.
• Escalate complex customer issues to the appropriate department when necessary.
• Collaborate with other departments to ensure smooth operations and effective customer support.
• Resolve customer issues promptly and professionally to ensure customer satisfaction.

Key Performance Indicators (KPIs)

• Customer retention and feedback
• Customer complaint resolution rate
• Achievement of customer service targets
• Customer satisfaction ratings
• Average response and resolution time
• First-contact resolution rate

Qualifications and Requirements

• Good knowledge of customer relationship management (CRM) systems is an advantage.
• Proficiency in Microsoft Office and basic computer applications.
• Ability to manage multiple tasks and prioritise workload effectively.
• HND, or Bachelor's Degree in a relevant field is an advantage.
• Strong organisational skills and attention to detail.
• Excellent verbal and written communication skills.
• Minimum of 3 years of relevant customer service experience.
• Strong interpersonal and problem-solving abilities.
• Ability to work independently and collaboratively within a team.

Core Competencies:

• Customer relationship management.
• Time management and multitasking.
• Teamwork and collaboration.
• Effective communication and active listening.
• Attention to detail.
• Customer retention and satisfaction.
• Problem-solving and decision-making.
• Complaint handling and conflict resolution.

Expected Outcome:

• To deliver excellent customer service, resolve customer concerns efficiently, strengthen customer relationships, and contribute to improved customer satisfaction and overall business performance.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.