Job Summary
The Customer Service Officer is responsible for delivering high-quality customer support by responding to inquiries, resolving complaints, and ensuring a positive customer experience at all times. The role requires strong communication skills, patience, and professionalism, as the officer serves as the first point of contact between the organization and its customers. The successful candidate will help maintain the company’s reputation by providing timely, accurate, and courteous service in line with organizational policies and Nigerian business standards.
Key Responsibilities
- Attend to customers through various channels such as face-to-face interactions, telephone calls, emails, and online platforms
- Respond promptly and professionally to customer inquiries, requests, and complaints
- Provide accurate and up-to-date information about the organization’s products and services
- Handle customer complaints calmly and ensure effective resolution within stipulated timelines
- Escalate complex issues to the appropriate department or supervisor when necessary
- Maintain proper documentation and records of customer interactions and transactions
- Follow up with customers to ensure that their issues are fully resolved and they are satisfied with the service provided
- Build and maintain strong, positive relationships with customers to encourage loyalty and trust
- Work closely with other departments to improve service delivery and customer satisfaction
- Adhere strictly to company policies, procedures, and customer service standards
- Contribute ideas and feedback aimed at improving customer service processes
- Ensure confidentiality of customer information at all times
- Perform any other customer-related duties assigned by management
Requirements / Qualifications
- Minimum educational qualification of (HND or Bachelor’s degree in any relevant discipline is an added advantage)
- Previous experience in customer service, front desk operations, call center services, or a related field is preferred
- Excellent command of spoken and written English language
- Ability to communicate in one or more Nigerian local languages is an added advantage
- Basic computer literacy, including proficiency in Microsoft Office applications (Word, Excel, and Email)
- Familiarity with customer relationship management (CRM) systems will be an advantage
- Strong interpersonal and communication skills
- Ability to handle difficult customers calmly and professionally
- Good problem-solving and conflict-resolution skills
- Must be polite, patient, and customer-focused
- High level of integrity, honesty, and confidentiality
- Ability to work under pressure and meet deadlines
- Willingness to work flexible hours, including weekends if required
Skills and Competencies
- Excellent verbal and written communication skills
- Active listening and empathy
- Strong organizational and time-management skills
- Attention to detail and accuracy
- Ability to multitask and prioritize responsibilities
- Teamwork and collaboration skills
- Positive attitude and strong work ethic
Working Conditions
- Full-time position
- IKOYI
- May require interaction with a diverse range of customers daily
Salary
₦350,000