Customer Service Representative - Alaba International Market

We are looking for a dedicated and empathetic Customer Service Representative to join our growing customer experience team. The successful candidate will serve as the primary point of contact for our customers, handling enquiries, resolving complaints, and ensuring a seamless customer journey across all touchpoints.

Responsibilities

• Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat
• Coordinate with Logistics and Warehouse Departments Managers to resolve supply and delivery delays
• Update customers on order tracking information and proactively communicate delays before customers need to follow up
• Upsell and cross-sell data plans, value-added services, and device offers during customer interactions
• Handle product complaints and liaise with Sales Operations Team/concerned Team Lead 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 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
• Empathy

How to Apply Interested and qualified candidates should forward their CV to: careers@iknorbert.com using the position as subject of email.