Customer Service Representative

About this role

A Customer Service Representative at SIMS Nigeria Limited in Akwa Ibom handles customer inquiries, complaints and service requests to ensure positive experiences. The role requires maintaining accurate customer records, coordinating with internal departments and ensuring interactions meet the company's service standards. The company distributes and sells electronic products and operates a network of branches across Nigeria. The objective is to assist customers regarding products, orders, deliveries, warranties and after-sales services while supporting service improvement.

What you would do

• Respond to customer inquiries about products, orders, deliveries, warranties and services.
• Receive, document and resolve customer complaints within approved timelines; escalate complex cases.
• Register and track repair, installation and maintenance service requests until resolution.
• Provide customers with updates on repair progress, order status and delivery schedules.
• Maintain accurate records of customer interactions, complaints and service requests in approved systems.
• Coordinate with Sales, Service Centres, Logistics, Warehouse and other departments to resolve issues.
• Collect and document customer feedback and identify recurring concerns for service improvement.
• Adhere to company policies, procedures and response/resolution timelines.
• Follow up with customers after resolution to confirm satisfaction.
• Prepare routine reports on enquiries, complaints, resolutions, and pending requests.

What they are asking for

• HND or Bachelor's degree in Business Administration, Marketing, Mass Communication or related discipline.
• 2-3 years of experience in customer service or similar roles; entry-level considered.
• Strong verbal and written communication skills.
• Good interpersonal skills and ability to handle difficult customers professionally.
• Basic proficiency in Microsoft Office and familiarity with CRM/ERP or customer service systems.
• Strong problem-solving, organisational and time-management abilities.
• Ability to multitask, prioritise and work under pressure.
• Attention to detail and accurate record-keeping.
• Customer-focused attitude, patience and a sense of responsibility.

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