Customer Service Rep (CSR)

Job Summary


The Customer Service Representative (CSR) will serve as the first point of contact for customers, handling inquiries, resolving complaints, processing orders, and ensuring customer satisfaction.
The CSR will also support sales growth through excellent communication, product knowledge, and problem-solving.


Key Responsibilities


Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, and other communication channels.
Manage incoming calls, chats, and messages while maintaining a high level of service.
Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
Process customer orders, refunds, and exchanges accurately.
Provide detailed product information and guide customers in making informed purchase decisions.
Maintain accurate records of customer interactions and transactions in the CRM system.
Escalate unresolved issues to the appropriate department or supervisor when necessary.
Collaborate with the sales, warehouse, and logistics teams to ensure smooth order fulfilment.
Monitor customer satisfaction levels and proactively suggest improvements.
Ensure adherence to company policies and service quality standards.


Qualifications & Requirements


OND / HND / Bachelor’s Degree in Business Administration, Marketing, or a related field.
Proven work experience as a Customer Service Representative, preferably in FMCG or retail.
Excellent verbal and written communication skills.
Strong problem-solving and conflict resolution skills.
Proficiency in Microsoft Office Suite and CRM tools.
Ability to multitask, prioritize, and manage time effectively.
Strong attention to detail and organizational skills.
Must be customer-oriented with a positive attitude.


Key Competencies:


Customer Focus & Empathy.
Effective Communication.
Patience & Resilience.
Problem-Solving.
Team Collaboration.
Sales Support Orientation.


Working Conditions:


Full-time, on-site role
May require evening or weekend availability depending on business needs.


Salary & Benefits


Competitive salary based on experience.
Health benefits (HMO).
Leave allowance.
Opportunities for career growth and development.