Customer Service Officer (Project Management) at IO Furniture Limited

Customer Service Officer (Project Management)

Location: Ilupeju, Lagos
Employment Type: Full-time
Reports To: Manager, Customer service

Key Summary of the Job

  • Ensure excellent end to end project management, from order placement to delivery of all projects.

Core working relationships:

  • Interior design team
  • Technical team
  • Logistics/Procurement team
  • Finance team

Task Complexities:

  • Work closely with the sales team to ensure that the company’s revenue target is achieved
  • Assist clients in placing their furniture orders
  • Respond to and proactively resolve all clients’ concerns and complaints relating to furniture orders, deliveries and installation and any other aspects of our services
  • Accurately document all communication with the client to ensure seamless service delivery and follow through
  • Effectively utilize information available and support provided, to determine appropriate action required to ensure that client is satisfied while balancing both the company’s policies and the needs of the client
  • Handle customer delivery concerns such as communication of schedules, rescheduled delivery, late delivery and damages during delivery
  • Conduct client surveys and improve the company’s net promoter score
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and ensure retention
  • Ensure high quality service & support solutions and timely monitoring of all customer issues and drive escalation appropriately
  • Ensure immediate processing of returns and refund requests

Education & Experience

  • A Degree in Marketing communications, Social sciences or Business Administration.
  • An MBA will be an added advantage
  • Minimum of 4 years’ experience in a Customer service and sales oriented role.
  • Previous experience in project management will be 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

Technical:

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

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.

Application Deadline
11th December, 2020.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the job title as subject of mail.

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25 Budland Street, Ojodu, Lagos, Nigeria
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