Customer Service Representative

Eko Maintenance Limited is a rapidly growing Facility Management Company that specializes in the maintenance of high-rise building facilities with an office located in Victoria Island, Lagos. We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Nigeria

Employment Type: Full-time

Job Summary

An experienced Customer Service Representative with 3 years of experience in customer relations, complaint resolution, and service delivery. Skilled in handling customer inquiries, resolving issues efficiently, maintaining customer satisfaction, and building strong relationships with customers. Able to communicate effectively, multitask, and work in a fast-paced environment while ensuring excellent service delivery.

Key Responsibilities

Handle customer inquiries and complaints through phone calls, emails, live chat, and other communication channels. Provide accurate information about the company's products, services, policies, and procedures. Resolve customer issues promptly and professionally to ensure customer satisfaction. Build and maintain positive relationships with existing and prospective customers. Follow up on customer complaints and requests to ensure timely resolution. Maintain accurate records of customer interactions, feedback, and transactions. Process customer orders, service requests, and other inquiries where applicable. Escalate complex customer issues to the appropriate department when necessary. Identify recurring customer concerns and recommend improvements to service delivery. Collaborate with other departments to ensure smooth operations and effective customer support. Meet established customer service targets and performance standards. Maintain professionalism, patience, and empathy when dealing with difficult customers.

Key Performance Indicators (KPIs)

Customer satisfaction ratings First-contact resolution rate Average response and resolution time Customer complaint resolution rate Customer retention and feedback Achievement of customer service targets Qualifications and

Requirements

HND, or Bachelor's Degree in a relevant field is an advantage. Minimum of 3 years of relevant customer service experience. Excellent verbal and written communication skills. Strong interpersonal and problem-solving abilities. Good knowledge of customer relationship management (CRM) systems is an advantage. Proficiency in Microsoft Office and basic computer applications. Ability to manage multiple tasks and prioritise workload effectively. Strong organisational skills and attention to detail. Ability to work independently and collaboratively within a team.