Customer Service Representative

Core Responsibilities:

● Customer Interaction

○ Respond to customer inquiries via phone, email, chat

○ Provide accurate and timely information about products

● Problem Solving

○ Investigate and diagnose customer issues

○ Ability to provide solutions and escalate complex issues to management

● Record Keeping

○ Maintain and organize detailed records of customer interactions, complaints and

resolutions

○ Document feedback to improve processes and products

● Tradeshow and In-house Sales Support

○ Stay updated on organization’s offerings and policies

○ Collaborate with sales and warehouse team by creating both digital and

paper-based sales orders, pick tickets, invoices, and shipping labels

○ Update and send linesheets to customers via email and SMS

○ Identify opportunities to recommend additional products that suit the customer’s

needs

Soft Skills and Behavior:

● Effective Communication

○ Exhibit strong listening skills and a friendly tone

○ Convey information clearly and professionally

● Empathy and Patience

○ Show understanding and patience, especially when dealing with upset or

confused customers

Technology and Tools:

● ERP and SaaS Applications:

○ N41 (1-2 years required)

○ Slack

○ SMS & Email

Working Hours

Monday - Friday

8:30am - 5:30pm

Benefits:

PTO accrual per month (after 3-month probationary period)