Customer Care Representative

Responsibilities:

Respond promptly and professionally to customer enquiries through phone, WhatsApp, email, social media, and other communication channels. Provide accurate information about SoilLight's products, services, orders, pricing, and delivery process. Handle customer complaints with empathy and work toward timely resolution. Follow up with customers to ensure issues have been properly resolved. Record and maintain accurate customer interactions, complaints, feedback, and resolutions. Escalate complex customer issues to the appropriate team when necessary. Coordinate with sales, operations, logistics, and other departments to resolve customer concerns. Provide customers with updates on orders, deliveries, and service requests. Identify recurring customer issues and share feedback with management to help improve the customer experience. Maintain a professional and positive representation of the SoilLight brand at all times. Support customer retention and satisfaction initiatives. Perform other customer service-related duties as assigned.

Requirements

OND, HND, Bachelor's degree, or equivalent qualification in a relevant field. Previous experience in customer service, customer care, call centre operations, sales support, or a related role is an advantage. Excellent verbal and written communication skills. Strong interpersonal and problem-solving skills. Ability to remain calm, professional, and courteous when handling difficult customers. Good organisational skills and attention to detail. Comfortable using computers, email, WhatsApp, Microsoft Office/Google Workspace, and customer management tools. Has a working laptop Ability to work independently and as part of a team. Good command of written and spoken English. Knowledge of additional Nigerian languages is an advantage. Proficient with Zendesk and other CRM tools.

Desired Attributes

We are looking for someone who is:

Customer-focused and empathetic Friendly and professional Proactive and solution-oriented Reliable and responsible A good listener Able to multitask and prioritise effectively Willing to learn and grow with the company