Customer Service Representative

About the role

Odevaspiv is hiring a Sales Representative (customer service) in Lagos, Marina. The role handles inbound customer enquiries across phone, email and chat, guides customers on products and orders, and works closely with sales, shipping and technical support to deliver a good customer experience.

Key responsibilities

• Handle inbound customer enquiries by phone, email and chat and give accurate, timely information on products and policies
• Assist customers with order placement, tracking, cancellations and modifications, and keep them informed of order status and delays
• Investigate and resolve complaints, escalating issues when necessary, and follow up until resolved
• Educate customers on product features, usage and best practices, and guide troubleshooting of common issues
• Document interactions, issues and resolutions in the customer service database and update the knowledge base and training materials
• Collaborate with sales, shipping and technical support, and share customer insights and feedback with internal teams
• Identify process improvements and help develop customer service policies and procedures

Required profile

• Diploma or equivalent; some college education or relevant certifications may be preferred
• Proven experience in customer service or a related field
• Excellent verbal and written communication, strong problem-solving and attention to detail
• Patience and empathy, ability to stay calm in a fast-paced environment

Required skills

• Familiarity with customer service software and CRM systems
• Willingness to adapt to changing procedures and policies