Future Moves Recruitment Agency

Future Moves Recruitment Agency is a licensed, full-fledged human resource firm with extensive expertise in human capital development and staffing. We specialize in talent sourcing, learning and development, talent management, HR outsourcing and payrolling, HR planning and consulting, policy drafting, culture change, and organizational effectiveness. Our interventions are designed to identify core areas of development to enhance the overall growth and competitiveness of your organization.

We are recruiting to fill the position below:

Job Position: Customer Service Representative
Job Location: Lekki Phase 1, Lagos
Employment Type: Full-time (Remote options available)

Job Summary

The Customer Service Representative (CSR) is responsible for delivering high-quality customer service and support through phone, email, chat, or in person. As the main point of contact for customers, the CSR addresses inquiries, resolves issues, and ensures customer satisfaction. This role demands excellent communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced environment.

Key Responsibilities

Customer Interaction:

• Respond to customer inquiries via phone, email, chat, or in person promptly and professionally.
• Provide accurate information about products, services, policies, and procedures.
• Assist customers with product orders, returns, exchanges, and cancellations.
• Handle customer complaints and concerns empathetically, aiming for quick and effective solutions.

Problem Resolution:

• Investigate and resolve customer issues by clarifying the complaint, determining the cause, selecting the best solution, and following up to ensure resolution.
• Escalate complex or unresolved issues to higher-level support or management as needed.
• Log and document customer interactions, complaints, and inquiries accurately in the customer service database.

Product Knowledge:

• Maintain in-depth knowledge of the company’s products, services, and policies to effectively assist customers.
• Stay updated on new products, promotions, and company policies.

Sales Support:

• Assist customers with product recommendations and upsell additional products or services based on their needs.
• Accurately process orders, payments, and refunds in the system.
• Coordinate with other departments (sales, logistics, etc.) to ensure smooth order processing and delivery.

Customer Relationship Management:

• Build and maintain positive relationships with customers, ensuring high levels of satisfaction.
• Follow up with customers to gather feedback and confirm their issues are resolved to their satisfaction.

Reporting and Documentation:

• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Prepare reports on customer service activities, trends, and performance metrics for management review.
• Identify common issues and suggest improvements to the customer service process.

Qualifications

Interested candidates should possess an HND qualification with 2-3 years of experience.

Salary:
N120,000 / Month

Method of Application

Interested and qualified candidates should send their applications to: L.recruiter@fmragency.com, using the job position as the subject of the email.