Job Description
- Our client is seeking a Customer Support Officer to manage all customer communication from order confirmation to final delivery, ensuring clarity, reassurance, timely resolution, and a consistently high-quality customer experience.
- The Customer Support Officer serves as the primary point of contact between the company and its customers. This role handles inquiries, complaints, delivery coordination, and post-purchase communication while maintaining accurate records and safeguarding brand trust.
Key Responsibilities
- Customer Communication
- Respond promptly and professionally to customer inquiries via:
- Instagram and other social media DMs
- Email
- Phone calls
- Provide accurate product information and real-time order status updates
Assist customers with:
- Order placement
- Order modifications
- Address corrections
- Delivery clarifications
Order & Delivery Coordination
- Proactively communicate with customers from dispatch through final delivery
- Liaise with the Fulfilment Admin and operations team to confirm:
- Dispatch status
- Delivery timelines
- Communicate with last-mile delivery partners to resolve delays or delivery issues
Issue Resolution
- Handle customer complaints calmly, professionally, and efficiently
- Escalate unresolved, complex, or sensitive issues when required
- Ensure all complaints are properly documented and followed through to resolution
Sales & Retention
- Identify opportunities to upsell or recommend relevant products during customer interactions
- Close sales where appropriate while maintaining a polite, non-pushy approach
- Uphold brand tone and customer trust at all times
Documentation & Reporting
- Maintain daily customer support logs, including:
- Number of inquiries handled
- Complaints received and resolved
- Pending issues
- Sales conversions from support interactions
- Submit accurate end-of-day reports
Qualifications
Educational & Professional Requirements
- Minimum of OND in any discipline
- HND or Bachelor’s degree is an added advantage
- Previous experience in customer service, call center operations, retail, or online support is an advantage
- Experience handling phone calls, chats, emails, or social media customer interactions is a plus
- Familiarity with Instagram DM handling via Meta Business Suite is desirable
- Must have access to a laptop and be comfortable working online