Customer Service Officer (Ajah Only)

Company Name:CANDL Woodwork & Joineries

Job Description:

We are looking for a highly motivated and experienced Customer Service Lead to join our team. The Customer Service Lead will be responsible for supervising and guiding the customer service team, ensuring that all customer interactions are handled efficiently, professionally, and to the highest standard. This role will also involve managing customer inquiries, resolving escalated issues, and improving customer satisfaction and retention.

Key Responsibilities:

• Team Leadership & Supervision:
• Lead and motivate the customer service team to meet performance goals and deliver exceptional customer service.
• Provide ongoing training, support, and mentorship to team members.
• Ensure that team members are following company policies, procedures, and customer service best practices.
• Monitor and assess team performance through regular feedback and evaluations.
• Customer Issue Resolution:
• Handle escalated customer complaints and inquiries, ensuring prompt and effective resolution.
• Ensure that all customer issues are handled professionally and respectfully, maintaining a positive company image.
• Identify recurring customer issues and work with relevant departments to implement solutions and improvements.
• Quality Assurance & Performance Monitoring:
• Conduct regular reviews of customer service interactions (calls, emails, chats) to ensure quality and consistency in service.
• Provide feedback to team members on performance and areas for improvement.
• Track and report on key customer service metrics such as response time, resolution time, and customer satisfaction.
• Collaboration & Communication:
• Act as a liaison between the customer service team and other departments, ensuring effective communication and collaboration.
• Collaborate with managers and senior leadership to discuss team performance, customer feedback, and process improvements.
• Customer Satisfaction & Retention:
• Ensure that customer interactions are handled with a focus on customer satisfaction and retention.
• Implement strategies to improve customer loyalty and experience.
• Address any customer concerns proactively to prevent potential issues from escalating.
• Administrative Tasks:
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Prepare reports for management regarding team performance, customer feedback, and service trends.
• Assist in the development and implementation of customer service policies and procedures.
• Problem-Solving & Continuous Improvement:
• Identify areas for process improvement within the customer service department and contribute to the development of new procedures or policies.
• Use customer feedback to suggest improvements to products, services, or operational processes.

Job Type: Full-time

Pay: ₦90,000.00 – ₦100,000.00 per month

Job Posted:24th February 2025