Location: Lagos, Nigeria
Job Type: Full-time
Salary: ₦180,000 – ₦200,000 monthly
About the Role of a Customer Service Officer
We’re searching for a proactive and personable Customer Service Officer to be the voice of our brand and the bridge between our operations and our customers. If you’re passionate about delivering exceptional service, solving problems with a calm head, and managing order flow seamlessly, this role is for you.
You’ll be responsible for ensuring every customer interaction is positive, every order is accurate, and that communication between departments flows without friction. From handling inquiries to coordinating deliveries and maintaining customer satisfaction, you’ll be at the heart of our daily operations.
Key Responsibilities as a Customer Service Officer
Operations Management
- Respond swiftly and professionally to customer inquiries and complaints.
- Support operations to ensure timely production within budget constraints.
- Coordinate production and logistics schedules to meet client needs.
- Work hand-in-hand with internal teams for smooth execution and timely deliveries.
- Manage delivery timelines, working closely with drivers and logistics providers.
- Serve as a communication link between staff, management, and external partners.
- Collaborate with HR/Admin to support performance reviews and staff training initiatives.
Customer Service & Delivery Oversight
- Oversee the end-to-end order process—from receipt to timely dispatch.
- Ensure the customer service team promptly handles emails, calls, and other queries.
- Directly resolve customer complaints to uphold satisfaction and loyalty.
- Build strong relationships with delivery personnel and set clear delivery expectations.
- Assign customer service reps based on daily operational needs.
Reporting & Analysis
- Track customer data to identify trends and opportunities.
- Prepare and present monthly reports covering production, delivery, and customer service KPIs.
- Regularly review internal team reports to ensure alignment with company objectives.
- Handle any additional responsibilities that support business and operational excellence.
What You’ll Need:
Technical Skills
- Solid grasp of customer support workflows and operations.
- Comfortable with CRM tools and data reporting platforms.
- Experience using performance metrics for operational analysis.
- Knowledge of supply chain and inventory systems.
Soft Skills
- Stellar communication (written and spoken).
- Detail-oriented with excellent organizational capabilities.
- Cool-headed under pressure with a solutions-driven mindset.
- Analytical and adaptable with strong time management skills.
- Able to multitask and juggle shifting priorities with ease.
Qualifications:
- B.Sc./HND in Business or related field.
- An MBA is a plus.
- 2–3 years of relevant experience in customer service management, ideally in retail or food manufacturing.
- Proficiency in using CRM systems.
Behavioral Competencies:
- Discreet and trustworthy with confidential information.
- Resourceful, creative, and proactive in facing operational challenges.
- Confident and assertive when dealing with clients and teams.
- Flexible with working hours, including weekends if needed.
- Strong organizational flow management across teams and tasks.
Interested?
Send your CV to careers@elvaridah.com
Use “Customer Service Officer” as the subject line.
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