Customer Service Representative

To provide excellent customer support by addressing enquiries, resolving complaints, providing accurate information about the organisation's products and services, and ensuring a positive customer experience that promotes customer satisfaction, loyalty and retention. Key Responsibilities Customer Support Respond to customer enquiries through phone calls, emails, social media and other communication channels. Provide accurate and timely information about the organisation's products and services. Assist customers with service requests, complaints and other concerns. Complaint Management Receive, document and resolve customer complaints promptly and professionally. Escalate complex or unresolved issues to the appropriate department. Follow up on complaints to ensure satisfactory resolution. Customer Relationship Management Maintain professional relationships with customers. Follow up with customers to obtain feedback and ensure satisfaction. Identify opportunities to improve customer experience and retention. Documentation and Reporting Maintain accurate records of customer enquiries, complaints and resolutions. Prepare periodic reports on customer feedback, complaints and service performance. Monitor recurring customer issues and recommend improvements. Service Coordination Liaise with relevant departments to resolve customer issues and fulfil service requests. Track outstanding customer requests and ensure timely resolution. Communicate service updates and relevant information to customers. Customer Experience Improvement Identify service gaps and recommend measures to improve service delivery. Participate in customer satisfaction surveys and service improvement initiatives. Ensure compliance with the organisation's customer service standards, policies and procedures. Qualifications and Experience A Bachelor's degree or HND in Business Administration, Mass Communication, Marketing or a related field. 1 - 3 years of relevant customer service experience. Experience in telecommunications or a service-oriented organisation is an advantage. Required Skills and Competencies Excellent verbal and written communication skills. Strong interpersonal and customer relationship management skills. Good problem-solving and conflict-resolution abilities. Patience, empathy and attention to detail. Good organisational and time-management skills. Proficiency in Microsoft Office applications. Ability to work effectively under pressure and manage multiple customer requests.