Job Description
Hec Recruit is a full-service HR consulting firm with a unique approach. Since 2020 we have been helping our clients find a job best suited for their skills and interests, and helping local companies locate the best employees.
We are recruiting to fill the position below:
Job Title: Ecommerce Customer Service Representative (Female)
Location: Victoria Island, Lagos
Employment Type: Full-time
Reports to: Customer Service Manager, Ecommerce Manager, or Operations Manager
Resumption: Immediately
Job Description
Provide exceptional customer service to online customers, resolving issues and ensuring a positive shopping experience.
Key Responsibilities
Customer Communication:
Respond to customer inquiries via phone, email, chat, or social media.
Resolve customer complaints, issues, and concerns in a timely and professional manner.
Provide product information, recommendations, and troubleshooting assistance.
Order Support:
Assist with order tracking, cancellations, and modifications.
Resolve order-related issues, such as shipping errors or damaged products.
Process returns, exchanges, and refunds.
Product Knowledge:
Develop and maintain knowledge of products, services, and policies.
Stay up-to-date on product updates, launches, and promotions.
Issue Resolution:
Troubleshoot and resolve technical issues (e.g., website, payment processing).
Escalate complex issues to senior team members or management.
Customer Retention:
Offer personalized solutions to retain customers.
Provide loyalty program information and benefits.
Data Entry and Record-Keeping:
Accurately document customer interactions in CRM or ticketing systems.
Maintain customer records, order history, and communication logs.
Team Collaboration:
Collaborate with ecommerce, marketing, and logistics teams to resolve issues.
Share customer feedback and insights to improve processes.
Performance Metrics:
Customer Satisfaction (CSAT) Scores
First Response Time (FRT)
Resolution Rate
Average Handling Time (AHT)
Net Promoter Score (NPS)
Skills and Qualifications
High School Diploma or Equivalent Required; Bachelor’s Degree Preferred.
1-2 Years of Customer Service Experience, Preferably in Ecommerce.
Excellent Communication, Problem-Solving, and Conflict Resolution Skills.
Proficient in CRM Software, Helpdesk Systems, and Ecommerce Platforms.
Ability to Work in a Fast-Paced Environment.
Strong Analytical and Problem-Solving Skills.
Salary
N100,000 – N300,000 monthly – Attractive and negotiable.
Benefits:
Competitive Salary
Health Insurance
Professional Development Opportunities
Application Closing Date
5th December, 2024.
How to Apply
Interested and qualified candidates should send their CVs to: hecrecruitment.hrconsulting@gmail.com using the Job Title as the subject of the mail.
