About the Role
Iknorbert Communications Limited, a premier distributor of ITEL mobile phones and accessories across Africa, is looking for a dedicated and empathetic Customer Service Representative to join our growing customer experience team. In this role, you will serve as the primary point of contact for our valued customers, handling enquiries, resolving complaints, and ensuring a seamless customer journey across all touchpoints while representing our high brand standards.
Key Responsibilities- Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat.
- Coordinate with Logistics and Warehouse Department Managers to resolve supply and delivery delays efficiently.
- Update customers on order tracking information and proactively communicate delays before customers follow up.
- Handle product complaints and liaise with the Sales Operations Team and Central Warehouse Managers to provide accurate resolutions.
- Maintain a minimum average response time of under two minutes on live chat during business hours.
- Identify recurring complaint patterns and report insights to the Sales Operations Team for continuous process improvement.
- Keep detailed records of customer interactions, transactions, and escalations in the CRM system.
- Collaborate with cross-functional team members to consistently meet and exceed customer service targets.
- B.Sc, B.Ed, HND, OND, or NCE in Mass Communication, Business Administration, or related Social Sciences.
- Previous customer service experience is required, with prior experience in a fast-paced call center environment strongly preferred.
- Excellent verbal and written communication skills with a professional, customer-first attitude.
- Strong problem-solving abilities and the capacity to think creatively to find effective solutions.
- Excellent organizational, multitasking, and time management skills.
- Strong computer literacy and proficiency with modern customer service software and tools.
- Competitive salary package with performance incentives.
- Comprehensive health insurance and medical benefits.
- Opportunities for professional growth and career advancement within the tech and telecom sector.
- A collaborative, supportive, and dynamic work environment.