Customer Service Representative (CSR)

Lagos

Job Summary

The Customer Service Representative is responsible for delivering exceptional customer experiences by handling customer inquiries, orders, complaints, feedback, and service requests through phone calls, WhatsApp, social media, and walk-in interactions. The CSR serves as the voice of Uncle Stan’s Foods, ensuring customers receive prompt, professional, and friendly service at all times.

Responsibilities:

Customer Service

• Attend to customer inquiries professionally and courteously.
• Receive and process customer orders accurately.
• Provide information about products, prices, promotions, and delivery timelines.
• Guide customers through the ordering process.
• Ensure customers receive timely updates on their orders.

Complaint Resolution

• Handle customer complaints calmly and professionally.
• Escalate unresolved issues to the Customer Service Supervisor or Manager.
• Follow up on complaints to ensure satisfactory resolution.
• Maintain records of all customer complaints and resolutions.

Order Management

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• Confirm orders before processing.
• Coordinate with Production and Delivery teams to ensure timely fulfillment.
• Verify payment status before dispatch where applicable.
• Monitor pending and delayed orders.

Social Media & WhatsApp Management

• Respond promptly to customer messages on WhatsApp, Instagram, Facebook, TikTok, and other channels.
• Maintain the brand’s professional tone in all communications.
• Convert inquiries into sales opportunities.
• Follow up on abandoned inquiries.

Customer Retention

• Build strong customer relationships.
• Encourage repeat purchases.
• Inform customers about promotions, discounts, and loyalty programs.
• Collect customer feedback and suggestions.

Record Keeping

• Maintain accurate customer records.
• Update customer databases and CRM systems.
• Prepare daily customer service reports.
• Track customer complaints and resolutions.

Qualifications:

• Minimum of OND, HND, or Bachelor’s Degree in any relevant field.

Experience

• Minimum of 1 year customer service experience.
• Experience in QSR, restaurant, food delivery, hospitality, or retail is an advantage.

Requirements:

• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Good problem-solving abilities.
• Ability to work under pressure.
• Strong attention to detail.
• Ability to multitask effectively.
• Basic computer literacy.
• Proficiency in WhatsApp Business and social media platforms.
• Positive attitude and professional appearance.

Personal Attributes

• Friendly and approachable.
• Patient and empathetic.
• Result-oriented.
• Honest and trustworthy.
• Team player.
• Customer-focused.
• Energetic and proactive.

Working Hours

• Shift-based schedule.
• Including weekends and public holidays.
• Availability for rotational shifts as required by Uncle Stan’s Foods’ 24/7 operations.

Job Type: Full-time

Pay: ₦150,000.00 per month

Method Of Application

Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.

APPLY HERE

Deadline: Not Disclosed

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