About the Role
Iknorbert Communications Limited, a premier distributor of ITEL mobile phones and ICT products in Africa, is seeking a dedicated and empathetic Customer Service Representative to join our dynamic team at the Alaba International Market. In this role, you will serve as the primary point of contact for our valued customers, delivering seamless support, resolving inquiries, and upholding our high standards of service excellence.
Key Responsibilities- Manage customer inquiries 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.
- Proactively communicate tracking information and order updates to clients before they follow up.
- Handle product complaints and collaborate with Sales Operations and Central Warehouse Managers to provide accurate 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 customer interactions, transactions, and escalations.
- 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 active listening abilities.
- High emotional intelligence and empathy to effectively handle challenging customer situations.
- Strong computer literacy, including proficiency in word processing, spreadsheets, email applications, and CRM software.
- Proximity to work is essential; candidates residing around FESTAC, Mile 2, Okokomaiko, Igando, Satellite Town, Agbara, and surrounding environs are strongly encouraged to apply.
- Competitive salary package with performance incentives.
- Opportunities for professional growth and career advancement within a leading telecoms distribution company.
- Supportive, collaborative, and vibrant work environment.