- Company: Iknorbert Communications Limited
- Location: Lagos
- Job type: Full-time
About the role
Iknorbert Communications Limited is seeking a dedicated and empathetic Customer Service Representative to join our growing customer experience team in Lagos. As the primary point of contact for our customers, you will handle enquiries, resolve complaints, and ensure a seamless customer journey across all touchpoints. You will represent our brand values in every interaction and work collaboratively with internal teams to deliver timely and effective resolutions.
Responsibilities
- Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat.
- Coordinate with Logistics and Warehouse Departments to resolve supply and delivery delays.
- Update customers on order tracking information and proactively communicate delays before customers need to follow up.
- Handle product complaints and liaise with the Sales Operations Team or Central Warehouse Managers to provide accurate resolutions.
- Maintain a minimum average response time of under two minutes on live chat during business hours.
- Identify recurring complaint patterns and report insights to the Sales Operations Team for process improvement.
- Work with other departments to resolve customer issues and escalations.
- Keep detailed records of customer interactions and transactions.
- Collaborate with other team members to meet or exceed customer service targets.
Requirements
- B.Sc / B.Ed / HND, OND, NCE in Mass Communication, Business Administration or other Social Sciences.
- Previous customer service experience required, and experience in a call centre environment preferred.
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and the ability to think creatively to find solutions.
- Excellent organisational and time management skills.
- Ability to work independently and as part of a team.
- Strong computer skills and proficiency with customer service software.
How to apply
Interested and qualified candidates should send their detailed Curriculum Vitae (CV) and a cover letter to careers@iknorbert.com using the Job Title as the subject of the email. Candidates living in Surulere, Yaba, Oyingbo, Mushin, Orile, Iganmu, Idumota, Mile 2, etc. are encouraged to apply due to nearness.
Apply by email: careers@iknorbert.com
