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.