Customer Service Officer at IO Furniture Limited

Job Expired

Customer Service Officer

Location: Ilupeju, Lagos
Employment Type: Full-time
Reporting Line: Team Lead, Customer Service

Job Desceription

  • This role is to ensure excellent end to end customer relationship management over all communication channels – emails, phone calls, chats and walk in visits.

Task Complexities

  • Drive sales target for the customer service team by attending to all enquiries from emails, Whatsapp, social media, showroom walk-in and referrals.
  • Obtain and articulate clients’ brief and assist them in identifying the solution they require for their orders.
  • Preparing all required documentation for clients’ requests from quotation to order confirmation.
  • Attending to customers that visit the showroom and ensure excellent customer experience on every transaction.
  • Scheduling and attending site meetings to monitor progress of ongoing clients’ projects and act as point of contact for clients on all communication during execution process.
  • Handling all clients’ enquiries, queries and providing support on all clients’ orders
  • Collaborate with Design and Technical department to meet Clients’ requirements/expectations on all orders.
  • Ensuring that the production, delivery, and installation of clients’ orders are as agreed and within stipulated timelines.
  • Accurately document all communication with the client to ensure seamless service delivery and follow through.
  • Ensure that clients are provided with weekly updates on their order.
  • Schedule pre-installation and post-installation meetings with the installation supervisor and project managers.
  • Plan and supervise product delivery and installation, including performance of work, and obtain a signed completion certificate after a walkthrough using a detailed order checklist.
  • Ensure before and after photos of clients’ orders where applicable.
  • Provide timely and formal written communication throughout clients’ order execution period and disseminate all critical information to clients and the internal team.
  • Maintain detailed documentation of all correspondence and clients’ requests and revision.
  • Preparation of reports including sales figures, priority lists, pipeline orders and other relevant reports to the department and for the business.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and ensure retention.
  • Develop and maintain a database of new and prospective clients which is regularly updated.

Job Knowledge:

  • Customer Service – Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Sales and Marketing – Knowledge of principles and methods for showing, promoting, and selling products or services.

Qualification and Experience

  • Minimum of B.Sc in a Social Science field
  • Minimum of 3 years experience in client facing customer service
  • Prior experience in an interior design or a furniture manufacturing company is an added advantage.

Key Job Attributes:
Generic:

  • The ability to Multitask
  • The ability to work with a team
  • Ability to work independently
  • Ability to be proactive and deliver results
  • Integrity/Discipline
  • Excellent interpersonal skills
  • Attention to details
  • Possess analytic and problem-solving skills
  • Proficiency in the Microsoft package
  • Excellent communication skills, phone and email etiquette.

Technical:

  • Excellent communication skills and evidence of building strong relationships
  • Able to develop strong value propositions consistent with Customer needs
  • Sound knowledge of the company’s product and services.

Application Deadline
19th September, 2022.

Method of Application
Interested and qualified candidates should send their CV to: human.resources@iofurnitureltd.co

 

More Information

  • This job has expired!
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