Customer Service Agent
We are seeking an experienced Customer Service agent in our newly launched online marketplace in Nigeria, for the Lagos office. The successful candidate will be responsible for providing support and assistance both to our vendors and consumers.
You would particularly take ownership of the following tasks:
- Responding to online sellers/vendors’ inquiries: Answering customer questions related to registration as a vendor and setting up their online store.
- Instructing and helping vendors to upload the first products and fill all necessary fields and forms to get their stores up and running.
- Addressing concerns, and guiding the platform’s features, policies, and procedures.
- Handling customer complaints: Receiving and resolving customer complaints or conflicts, aiming to provide satisfactory resolutions and improve customer experience.
- Troubleshooting technical issues: Assisting customers with technical problems they may encounter while using the marketplace, such as login difficulties or transaction errors.
- Assisting with order management: Helping vendors fulfilling their orders and consumers with order tracking, cancellations, refunds, or handling any issues related to sales and purchases.
- Providing product or service information: Offering detailed information about products or services listed on the platform to aid customers in making informed decisions.
- Managing customer accounts: Assisting customers with account-related tasks, including registration, verification, and account security measures.
- Educating customers: Actively promoting and informing customers about new features, promotions, or policies that may enhance their experience on the platform.
- Documenting customer interactions: Maintaining accurate records of customer inquiries, issues, and solutions for reference and review purposes.
- Collaborating with internal teams: Coordinating with other teams, such as technical support, fraud prevention, or product teams, to address customer concerns effectively.
- Continuously improving customer service: Identifying areas for improvement in the customer service process and suggesting strategies or initiatives to enhance customer satisfaction.
Qualifications & Competence:
- A completed master’s degree from an accredited university
- Proficient in Google Office Suite – Google Drive, Google Sheets, Google Docs, Gmail, etc.
- Familiar with CRM, PM, or ticketing systems like ZenDesk, Jira, ClickUp, etc
- Organized and detail-oriented with a hands-on, can-do will-do mindset
- Ability to follow up on tasks to be done on time.
- Excellent analytical and problem-solving skills.
- Excellent Communication skills and ability to communicate with different teams daily
- Minimum 5 years of customer service experience within the e-commerce industry (Jumia, Konga)
- A strong knowledge base of the industry and marketplace
- Basic technical knowledge and understanding of online stores’ work principles
Office Location: Ikeja, Lagos, Nigeria
If you feel that this is something for you, we would be happy to see a few words about yourself and also why you think this challenge would be a perfect match with your skills and personality. Hit the Apply button below to fill out the form, drop your CV, or share your LinkedIn profile.
We keep the position open till we find a match.