Mopheth Group. is a Nigerian organization unique in her divine foundation with a world class culture. At Mopheth, we do not believe in just providing the best of services and products, we believe in building a workforce that is highly professional and of international standard.
We are an organization with a coherent corporate culture that promotes efficiency and profitability. We understand the meaning of our values and translate them into actions that surpass the expectation of all our stakeholders. Particularly we have taken it upon ourselves to be the dependable organization that keeps striving for excellence in all our activities.Job Description
As a Customer Service Personnel, your primary responsibility is to provide exceptional customer service by addressing inquiries, resolving issues, and managing customer feedback and reviews.
You will play a pivotal role in ensuring a positive customer experience for our e-commerce company’s clients.
Duties And Responsibilities
Engage with customers via multiple communication channels (phone, email, chat, and social media) to provide prompt and courteous assistance.
Efficiently resolve customer inquiries, including product-related questions, order status, shipping inquiries, and technical support issues.
Adhering to rules and policies set by the organization.
Investigate and resolve customer issues, such as order discrepancies, delivery problems, and product defects, with a focus on achieving a satisfactory resolution for the customer.
Monitor and respond to customer feedback and reviews on various platforms, aiming to address concerns, gather insights, and maintain a positive online reputation.
Maintain a deep understanding of our product catalog and e-commerce platform, enabling you to provide accurate information and assistance to customers.
Maintain detailed records of customer interactions, inquiries, and resolutions in the customer support system.
Collaborate with other departments, such as logistics, sales, and marketing, to resolve complex customer issues and share customer insights.
Identify opportunities for process improvement, product enhancement, or customer support efficiency and communicate these insights to the relevant teams.
Create and maintain knowledge resources, FAQs, and tutorials to empower customers with self-service options.
Key Performance Indicators
These would be appraised every 3 months.
Performance and Customer Service:
Customer Satisfaction (CSAT): Measure of customer satisfaction based on post-interaction surveys or feedback.
Net Promoter Score (NPS): Evaluation of customer loyalty and likelihood to recommend the company’s products or services.
Response Time: Average time taken to respond to customer inquiries or issues.
First-Contact Resolution (FCR): Percentage of customer issues resolved during the initial interaction.
Issue Resolution Time: Average time taken to resolve customer issues or inquiries.
Escalation Rate: Percentage of cases escalated to higher levels of support or management.
Customer Feedback Analysis: Regular analysis of customer feedback to identify trends, areas for improvement, and areas of strength.
Customer Retention Rate: Percentage of customers retained over a specified period.
Customer Churn Rate: Percentage of customers lost over a specified period.
Attitude Toward Work and Professionalism:
Punctuality and Attendance: Consistency in being on time for work and meetings, as well as attendance records.
Work Ethic: Demonstration of commitment, dedication, and enthusiasm for tasks and responsibilities.
Proactive Approach: Willingness to take initiative, suggest process improvements, and go the extra mile for customers.
Adaptability: Ability to adapt to changing circumstances, embrace new challenges, and stay updated on industry trends.
Professional Conduct: Consistent professionalism in interactions with colleagues, superiors, and clients.
Compliance: Adherence to company policies, procedures, and ethical standards.
Regulatory Compliance: Compliance with industry-specific regulations and legal requirements.
Data Security: Adherence to data protection and confidentiality guidelines.
Health and Safety: Adherence to workplace health and safety rules.
Ethical Conduct: Demonstrating ethical behavior in all work-related activities.
Communication and Teamwork:
Communication Skills:
Effectiveness in conveying information, active listening, and clarity in communication with customers and colleagues.
Collaboration: Ability to work collaboratively with colleagues, contributing positively to team dynamics.
Conflict Resolution: Capability to handle customer conflicts constructively and reach resolutions.
Continuous Learning and Development
Training and Development Participation: Actively engage in training and development opportunities to enhance skills and knowledge.
Certifications: Attainment of relevant customer service certifications or qualifications.
Process Improvement
Process Efficiency: Contribution to process improvement initiatives that enhance customer support efficiency.
Feedback Implementation: Effectiveness in implementing customer feedback-driven improvements in processes or policies.
Requirements
Candidates should possess a Bachelor’s Degree with 2 years of work experience.
