Customer Service Representative - Onitsha, Anambra State

About this role

A Customer Service Representative is sought by Iknorbert Communications Limited to act as the main point of contact for customers, handling enquiries, resolving complaints and ensuring a smooth customer journey. The role involves managing order status, delivery timelines and product availability across phone, email and live chat, and coordinating with logistics and warehouse teams to address delays. The candidate should also upsell data plans and device offers, maintain quick response times, identify recurring issues for improvement, and keep detailed records of interactions. The position is for residents of Onitsha, Anambra State, and the company is focused on the sales and distribution of ITEL mobile phones and related ICT products. The employer emphasises collaborative problem solving across departments to meet customer service targets.

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 delays
• Update customers with order tracking information and communicate delays proactively
• Upsell and cross-sell data plans, value-added services and device offers
• Resolve product complaints and liaise with Sales Operations or Warehouse teams for accurate resolutions
• Maintain a minimum average live chat response time of under two minutes during business hours
• Identify recurring complaint patterns and report insights for process improvement
• Collaborate with other departments to resolve customer issues and escalations
• Keep detailed records of customer interactions and transactions
• Work with team members to meet or exceed customer service targets

What they are asking for

• BSc/HND/B.Ed in Mass Communication, Business Administration or related social sciences
• Previous customer service experience required; call centre experience preferred
• Excellent written and verbal communication skills
• Strong problem-solving and creative thinking abilities
• 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
• Empathy and ability to engage with customers who may be unfamiliar with products
• Residents of Onitsha, Anambra State

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