Company Overview:
Sigma Consulting Group, based in Lagos, is a distinguished recruitment firm providing end-to-end recruitment solutions and strategic business consulting services across Africa. With over a decade of expertise, we specialize in specialist executive search, volume recruitment, and RPO, catering to high-demand sectors such as healthcare, technology, oil and gas, and e-commerce.
About Our Client:
Our client is a leading retail chain with operations across Nigeria since 2014, offering a wide variety of consumer goods, from groceries to electronics. Known for its customer-centric approach, the company has been expanding rapidly and is committed to providing exceptional shopping experiences to its customers.
Role Summary:
As a Customer Service Representative at our client’s retail chain, you will be responsible for delivering excellent customer service and support to ensure customer satisfaction and loyalty. You will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing assistance in a timely and professional manner.
Responsibilities:
- Greet customers warmly and courteously as they enter the store and assist them with their inquiries, product selection, and purchase decisions.
- Answer incoming calls, emails, and live chat inquiries from customers promptly and professionally, providing accurate information and assistance.
- Process sales transactions accurately and efficiently, including cash, credit card, and electronic payments, and resolve any issues or discrepancies with billing or payments.
- Handle customer complaints and concerns effectively and escalate issues to management as needed to ensure timely resolution and customer satisfaction.
- Maintain a clean and organized store environment, including restocking shelves, arranging displays, and ensuring product availability to meet customer needs.
- Stay informed about product features, pricing, promotions, and store policies, and communicate them to customers effectively to enhance their shopping experience.
- Collaborate with cross-functional teams, including sales, inventory management, and operations, to address customer needs and improve customer service processes and procedures.
- Keep accurate records of customer interactions and transactions, including inquiries, complaints, and resolutions, using CRM systems or other tracking tools.
- Continuously strive to meet or exceed customer service targets and KPIs, including response time, resolution time, and customer satisfaction scores.
Requirements:
- High school diploma or equivalent; additional education or training in customer service or retail is a plus.
- Previous experience in customer service, retail sales, or a related field is preferred but not required.
- Strong interpersonal and communication skills, with the ability to engage with customers and provide exceptional service.
- Ability to work effectively in a fast-paced environment and multitask while maintaining attention to detail.
- Basic math skills and proficiency in operating cash registers and point-of-sale systems.
- Positive attitude, enthusiasm, and willingness to learn and grow in a retail environment.
- Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Benefits:
- Competitive salary package with opportunities for performance-based incentives.
- Opportunities for career growth and advancement within the retail industry.
- Comprehensive benefits package including health insurance and retirement benefits.
- Supportive work environment with opportunities for learning and development.
- Opportunity to work with a leading retail chain and contribute to its growth and success.
How to Apply:
Interested candidates should send their CV and cover letter to hiring@mysigma.io with the subject line “Customer Service Representative Application”.