Customer Care Representative

Overview

Responsibilities

• Omnichannel Support: Respond to customer inquiries via phone calls, emails, live chat, and social media platforms.
• Complaint Resolution: Troubleshoot and resolve product or service issues by determining the cause of the problem and selecting the best solution.
• CRM Management: Maintain accurate records of customer interactions, process customer accounts, and file documents in the company database.
• Product Expertise: Stay updated on all company products, services, and promotional offers to provide accurate information to customers.
• Feedback Reporting: Collate and report recurring customer complaints to the Team Lead to improve service delivery.
• Education & Experience

Requirements

• Education: B.Sc/HND in Communications, Business Administration, or any related discipline.
• Experience: 1–3 years of experience in a Customer Service, Call Center, or Front Desk role.
• Certification: Prior training in Customer Relationship Management (CRM) is a plus.
• Skills & Competencies
• Communication: Fluent in English (written and verbal); ability to speak a local language (Yoruba/Igbo/Hausa) is an added advantage.
• Interpersonal Skills: Natural ability to remain calm, empathetic, and professional under pressure or when dealing with difficult callers.
• Technical Proficiency: Comfortable using Microsoft Office (Excel/Word) and familiar with CRM tools (e.g., Zendesk, Freshdesk, or HubSpot).
• Speed & Accuracy: Fast typing skills and the ability to multitask between different chat windows and software.