Customer Service Representative - Alaba International Market

About this role

Role: Customer Service Representative with IKNORBERT Communications Limited in Lagos. The successful candidate will be the main point of contact for customers, handling enquiries and complaints and ensuring a seamless journey across all touchpoints for ITEL product lines, while collaborating with internal teams to provide timely resolutions.

What you would do

• 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.
• Upsell and cross-sell data plans, value-added services and device offers during customer interactions.
• Handle product complaints and liaise with 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.

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 skills with ability to think creatively to find solutions.
• Strong organisational and time management skills; ability to work independently and in a team.
• Proficiency with computer skills and customer service software.

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