Duoiba.com is a dynamic online marketplace empowering African SMEs by connecting them with local and global buyers. We provide innovative solutions to the challenges of African e-commerce, offering sellers free store creation, secure payment processing, marketing tools, buyer protection, and reliable shipping solutions.
Our subsidiary, Dropship Africa, simplifies the journey for aspiring entrepreneurs through a virtual warehouse, enabling dropshipping without inventory costs. We provide comprehensive support, empowering individuals to scale their businesses and earn sustainable income.
We are recruiting to fill the position below:
Job Title: Customer Service Manager
Location: Lagos
Employment Type: Full-time
Job Summary
- We’re looking for a highly skilled and experienced Customer Service Manager to lead our customer service team and ensure excellent customer satisfaction.
- The successful candidate will be responsible for managing customer relationships, resolving customer issues, and developing strategies to improve customer satisfaction and retention.
Key Responsibilities
- Be the primary interface between the customer and (link unavailable)
- Manage customer relationships and ensure customer satisfaction
- Respond to customer inquiries and resolve issues in a timely and professional manner
- Help resolve all customer issues in an efficient and timely manner
- Be responsible for dispute resolutions
- Collaborate with internal teams to resolve complex customer issues
- Respond to WhatsApp chats from the marketplace promptly and professionally
- Respond to comments and inquiries on the company’s social media handles
- Ensure timely and effective communication with customers through various channels
- Monitor customer satisfaction and feedback
- Analyze customer data to identify trends and areas for improvement
- Develop and implement strategies to improve customer satisfaction and retention
- Supervise and train a team of customer service representatives
- Ensure the team provides excellent customer service and resolves issues efficiently
- Develop and implement customer service policies and procedures
- Ensure compliance with company policies and procedures
- Prepare and submit regular reports on customer service metrics
- Analyze customer service data to identify trends and areas for improvement
Requirements
-
- Bachelor’s Degree in Business Administration, Marketing, or a related field
- 3+ years of experience in customer service, preferably in e-commerce
- Strong knowledge of customer service principles and practices
- Excellent communication, problem-solving, and analytical skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong organizational and time management skills, with attention to detail
- Experience with customer relationship management (CRM) software
- Strong leadership and team management skills.
What We Offer
- Salary: N100,000 – N150,000 / month.
- Competitive salary
- Opportunities for career growth and development
- Collaborative and dynamic work environment
- Comprehensive health insurance
- Pension scheme.
Application Closing Date
31st January, 2025.
Method of Application
Interested and qualified candidates should forward their CVs and Cover Letter to: [email protected] using the Job Title as the subject of the email.
