About the Role
Iknorbert Communications Limited, a leading distributor of ITEL mobile phones and ICT accessories across Africa, is seeking a dedicated and empathetic Customer Service Representative to join our growing team in Onitsha, Anambra State. In this role, you will serve as the primary point of contact for our valued customers, ensuring a seamless experience across all touchpoints and representing our core brand values.
Key Responsibilities- Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat.
- Coordinate with logistics and warehouse departments to resolve supply and delivery delays efficiently.
- Update customers on order tracking information and proactively communicate any changes before they follow up.
- Upsell and cross-sell data plans, value-added services, and device offers during customer interactions.
- Handle product complaints and liaise with sales operations to provide accurate, timely 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 management for process improvement.
- Keep detailed, accurate records of customer interactions, transactions, and feedback.
- B.Sc, B.Ed, or HND in Mass Communication, Business Administration, or related Social Sciences.
- Previous customer service experience is required, preferably within a fast-paced call center environment.
- Excellent written and verbal communication skills with strong problem-solving abilities.
- Proficiency in computer applications, including file management, spreadsheets, and email software.
- High level of empathy and emotional intelligence to handle client issues effectively.
- Must be a resident of Onitsha, Anambra State.
- Competitive salary package with performance-based incentives.
- Opportunities for career growth within a leading ICT distribution company.
- Comprehensive training on product knowledge and customer experience management.
- Collaborative and dynamic working environment.