Description
Sellfast.ng is an online marketplace with the huge ambition of becoming the best and most customer friendly online classified Ads platform within the shortest time frame. To achieve this laudable goal, we are looking for great minds with strong passion for tackling start-ups challenges to join our team as Customer Service Officer as soon as possible.
The advertised role of Customer Service Officer in Sellfast.ng is hugely essential for maintaining positive relationships with the platform users in addressing customer inquiries, and ensuring a smooth user experience on the platform.
Successful candidate will head the Customer Service Department and will play a central role in maintaining customer satisfaction, resolving issues, and contributing to the overall success of the Classified Ads platform. The remuneration and rewards attached to this post is commensurate with the responsibilities and performances at both the corporate and individual level.
Responsibilities
Successful candidate will have the following responsibilities among others:
- Responding to Customer Inquiries: Addressing user queries, concerns, and requests in a timely and professional manner.Providing accurate and helpful information regarding classified ads, services, and policies.
- User Support: Assisting users with the posting, editing, and removal of classified ads. Guiding users through the website’s features and functionalities.
- Issue Resolution: Resolving problems related to user accounts, payments, and ads placements. Investigating and troubleshooting technical issues reported by users.
- Policy Enforcement: Ensuring users comply with the company’s policies and guidelines. Addressing and resolving policy violations, including content moderation.
- Payment Assistance: Assisting users with payment-related inquiries, billing issues, and refund requests. Collaborating with the Finance Department to resolve payment discrepancies.
- Record Keeping: Maintaining accurate records of customer interactions, inquiries, and resolutions. Documenting common issues and creating resources for future reference.
- Escalation Handling: Identifying and escalating complex issues to higher levels of support or relevant departments. Collaborating with other departments to resolve escalated matters.
- Cross-functional Collaboration: Collaborating with other departments such as marketing, sales, and technical support to address user concerns. Providing insights from customer interactions to improve overall company operations.
Qualifications
Applicants are expected to possess the following qualifications
Location
Candidate should preferably be resident in Ikorodu, Lagos State, Nigeria.
Job Benefits
Successful candidate will have access to the following benefits among others
- Performance based incentives
- Health Insurance
- Motivating work environment
- Holidays and etc
Experience
Skills
Effective Communication: Excellent verbal and written communication skills to interact with users professionally and clearly.
Patience and Empathy: Patience in handling customer inquiries and empathy to understand and address their concerns.
Problem-Solving: Strong problem-solving skills to analyze issues and find effective resolutions for users.
Product and Platform Knowledge: In-depth knowledge of the classified ads platform, including its features, policies, and procedures.
Technical Aptitude: Basic technical understanding to assist users with account management, troubleshooting, and platform navigation.
Conflict Resolution: Skills in de-escalating conflicts and resolving disputes between users effectively.
Time Management: Efficient time management to handle multiple customer inquiries and tasks simultaneously.
Customer Focus: Strong commitment to delivering a positive customer experience and meeting customer needs.
Conflict Resolution: Ability to navigate and resolve conflicts, complaints, and disputes between users.
Positive Attitude: Maintaining a positive and helpful attitude even in challenging situations.
Data Privacy Awareness: Understanding and ensuring compliance with data privacy and security regulations.
Education
B.Sc./HND in any Social Management Course