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Posted 10 months ago |
We are recruiting to fill the position below:
Job Title: Customer Relations Officer
Location: Ibadan, Oyo
Employment Type: Full-time
Job Description
- A Customer Relations Officer is responsible for building and maintaining positive relationships between an organization and its customers or clients.
- This role is pivotal in ensuring high levels of customer satisfaction, resolving issues, and addressing inquiries promptly and professionally. Customer Relations Officers play a crucial part in enhancing the organization’s reputation and retaining loyal customers.
Responsibilities
- Customer Support: Provide prompt and courteous responses to customer inquiries, including phone calls, emails, and online messages.
- Complaint Resolution: Address customer concerns, complaints, and issues in a professional and efficient manner, striving for satisfactory resolutions.
- Information Sharing: Disseminate information about products, services, policies, and promotions to customers.
- Order Processing: Assist customers with placing orders, processing returns, and tracking deliveries.
- Feedback Collection: Gather and record customer feedback and suggestions, sharing relevant insights with the management team.
- Maintaining Records: Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.
- Customer Retention: Implement strategies and initiatives to retain and strengthen relationships with existing customers.
- Upselling and Cross-selling: Identify opportunities to upsell or cross-sell products or services to customers to increase sales and revenue.
- Client Onboarding: Assist in the onboarding process for new clients, ensuring they are well-informed about the company’s offerings.
- Escalation Management: Manage and escalate complex or unresolved issues to higher levels of authority for resolution.
- Feedback Reporting: Prepare regular reports on customer feedback, complaints, and common issues for management review.
Requirements
Education:
- A Bachelor’s Degree in Business, Marketing, Communication, or a related field is preferred but not always required. Relevant certifications in customer service can be an asset.
Experience:
- Previous experience in customer service, client relations, or a related field.
- Demonstrated skills in handling customer inquiries and complaints.
Technical Skills:
- Proficiency in customer service software, helpdesk systems, and customer relationship management (CRM) tools.
- Strong computer skills for communication and data entry e.g Ms Word, Ms Excel etc
Soft Skills:
- Excellent interpersonal and communication skills, both written and verbal.
- Patience and empathy when dealing with customer concerns.
- Problem-solving abilities to address and resolve customer issues effectively.
- Adaptability to changing situations and customer needs.
Knowledge:
- Understanding of customer service principles and best practices.
- Familiarity with the company’s products, services, policies, and procedures.
Optional Skills:
- Multilingual proficiency can be valuable for addressing customers from diverse backgrounds.
- Knowledge of industry-specific terminology and regulations, if applicable.
Application Closing Date
20th December, 2023.
HOW TO APPLY
Interested and qualified candidates should forward their CV to: [email protected] using the Job Title as the subject of the email.
Deadline: December 20, 2023