Customer Service Rep. and CRM Manager Full Time

Job Title: Customer Service Rep. and CRM Manager

Position Type: Full-time

Minimum Qualification: B.Sc. /HND

Resumption: Immediately

Location: Ikoyi, Lagos

Level/Salary Range: N80,000 net

Job Summary

We are seeking a highly motivated Customer Service Rep and CRM Manager to join our growing team. In this role, you will be responsible for providing exceptional customer service, resolving customer inquiries, and maintaining customer satisfaction. The ideal candidate is a self-starter with a proven track record of successful sales and customer relationship development, excellent communication skills, and the ability to build relationships with customers and partners.

You will have the following responsibilities but are not limited to:

• Answer incoming customer calls and handle general customer concerns.
• Responsible for maintaining a customer-focused attitude and high level of professionalism by establishing a positive rapport with each customer.
• Impact the company’s bottom line by problem-solving and focusing on activities that create lifetime customers.
• Required to possess sound product knowledge which is critical for offering quick and accurate assistance to customers.
• Create retention campaigns, from conceptualization through to analysis e.g offer incentives via loyalty and referral programs.
• Run scheduled surveys to engage customers and get valuable feedback about our services.
• Continuously improve our company’s customer retention rate as well as the average order value and customer lifetime value.
• Generate ideas to reward loyal customers/ appreciate Customers’ on their Birthdays.
• Build E-Commerce reports to track business growth.

Requirements and Skills…

• Proven working experience as a Client Relations Manager and Customer Service Officer
• Minimum of 2 years work experience.
• Bachelor’s degree/HND in business administration, management, or related field.
• Clear and persuasive communication skills
• Empathy
• Friendly/warm personality
• Ability to use positive language
• Patient and attentive
• Problem-solving skills
• Self-control and patience
• Prior experience with CRM Software preferred eg Hubspot.
• Ability to maintain a positive attitude focused on customer satisfaction.
• Time management & prioritization.