We are seeking a Customer Support Officer to provide excellent customer service, manage customer enquiries and complaints, coordinate after-sales support, and provide administrative and operational support to the Operations Manager.
The ideal candidate should have strong communication and problem-solving skills, experience in customer service, and the ability to manage multiple tasks in a fast-paced retail environment.
Key Responsibilities
Respond to customer enquiries, complaints, and requests through phone, WhatsApp, email, and other channels.
Provide timely and professional solutions to customer issues and escalate complex matters when necessary.
Coordinate after-sales support, including product complaints, warranties, repairs, returns, and exchanges.
Follow up with customers on pending issues and ensure timely resolution.
Maintain accurate records of customer complaints, enquiries, resolutions, and feedback.
Monitor recurring customer issues and provide recommendations for service improvement.
Support the Operations Manager with daily operational coordination, follow-ups, documentation, and reporting.
Assist in tracking branch activities, pending issues, and operational requests.
Liaise with Branch Managers, sales teams, technicians, and other departments to resolve customer and operational issues.
Prepare basic customer service and operational reports as required.
Support the implementation of customer service standards and operational procedures.
Perform other duties assigned by the Operations Manager or Management.
Key Performance Indicators (KPIs)
Customer response and resolution time.
Customer satisfaction and feedback.
Number of complaints successfully resolved.
Follow-up completion rate.
Accuracy and timeliness of reports.
Timely resolution of outstanding customer and operational issues.
Quality and effectiveness of support provided to the Operations Manager.
Requirements
Bachelor's degree, HND, or OND in Business Administration, Marketing, Mass Communication, Customer Service, or a related field.
1 - 3 years of experience in customer service, preferably in retail, consumer electronics, home appliances, telecommunications, or a related industry.
Excellent verbal and written communication skills.
Strong customer service and complaint-resolution abilities.
Good organisational and administrative skills.
Proficiency in Microsoft Office, WhatsApp, email, and basic reporting tools.
Ability to multitask, follow up effectively, and work with minimal supervision.
Must be based in Port Harcourt
Must be proactive, professional, patient, and results-oriented.