Customer Service Representative - Aba, Abia State

About this role

Aba-based roles at Iknorbert Communications Limited seek a dedicated Customer Service Representative to act as the main contact for customers. The role involves handling enquiries, resolving complaints, and ensuring a smooth customer journey across phone, email and live chat. The company focuses on sales and distribution of ITEL mobile phones and accessories and values brand-aligned, timely resolutions through collaboration with internal teams. The successful candidate will manage order status, delivery timelines and product availability, while also identifying improvement opportunities from customer interactions. Applicants must be residents of Aba, Abia State, and have relevant customer service experience.

What you would do

• Handle customer enquiries about 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 with order tracking information and communicate delays proactively.
• Upsell and cross-sell data plans, value-added services and device offers during interactions.
• Address product complaints and liaise with Sales Operations or Warehouse teams for 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 improve processes.
• Collaborate with other departments to resolve issues and escalations.
• Keep detailed records of customer interactions and transactions.
• Work with the team to meet or exceed customer service targets.

What they are asking for

• BSc/BEd/HND in Mass Communication, Business Administration or other Social Sciences.
• Previous customer service experience required; call centre experience preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving and creative thinking abilities.
• Good organisational and time management skills.
• Ability to work independently and as part of a team.
• Strong computer skills and proficiency with customer service software.
• Empathy and ability to engage with customers who may be unfamiliar with products.

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