About the Role
Iknorbert Communications Limited is a leading distributor of ICT products and official partner for the ITEL brand across Africa. We are currently seeking a dedicated and empathetic Customer Service Representative to join our dynamic team in Aba, Abia State. In this role, you will serve as the primary brand ambassador, delivering exceptional support, resolving issues, and ensuring a seamless customer experience.
Key Responsibilities- Manage customer inquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat.
- Coordinate with logistics and warehouse managers to resolve supply and delivery delays proactively.
- Handle product complaints and liaise with the sales operations team to provide accurate and timely resolutions.
- Upsell and cross-sell data plans, value-added services, and device offers during customer interactions.
- Maintain a minimum average response time of under two minutes on live chat during business hours.
- Identify recurring complaint patterns and report insights to management for continuous process improvement.
- Keep detailed, accurate records of all customer interactions and transactions in the company database.
- Possession of a B.Sc, B.Ed, or HND in Mass Communication, Business Administration, or related Social Sciences.
- Previous customer service experience, preferably within a fast-paced call center environment.
- Exceptional verbal and written communication skills with strong problem-solving abilities.
- High emotional intelligence and genuine empathy to handle customer concerns effectively.
- Proficiency in computer applications, including word processing, spreadsheets, and CRM software.
- Mandatory residency in Aba, Abia State, as successful candidates must be based locally.
- Competitive salary package with performance incentives.
- Opportunities for professional growth and career advancement.
- A collaborative, supportive, and vibrant work environment.