Customer Experience Representative

Customer Experience Representative

Lagos, Nigeria

SmallSmall Technology

SmallSmall is revolutionizing the real estate rental market with flexible, convenient, and affordable housing solutions. We are looking for a passionate and dedicated Customer Experience Representative to join our team, ensuring seamless communication and support for our customers. In this role, you will serve as the primary point of contact for inquiries and concerns, offering prompt and efficient service across various channels.

About the Customer Service Representative Role

As a Customer Service Representative at SmallSmall, you will play a crucial role in addressing the needs and inquiries of our customers. You will manage communication through multiple channels, resolve issues, and maintain customer satisfaction by providing helpful and timely responses. Additionally, you will assist in administrative tasks, generate sales leads, and maintain customer databases. Your efforts will help to foster positive relationships and ensure a smooth and efficient customer service process.

What You’ll Do

As the Customer Service Representative, you will be responsible for:

• Customer Interaction: Deal directly with customers through telephone, email, social media, and face-to-face interactions. Manage large amounts of incoming calls and respond promptly to inquiries.
• Issue Resolution: Handle and resolve customer complaints effectively by obtaining and evaluating relevant information. Provide appropriate solutions within the specified timeframes and ensure customer satisfaction.
• Workflow Management: Organize workflow to meet both internal and external deadlines. Direct unresolved issues to the designated resource and follow up on customer interactions as needed.
• Record-Keeping: Record details of customer inquiries, comments, complaints, and maintain accurate customer databases. Keep records of customer interactions and ensure proper filing of documents.
• Administrative Support: Assist in managing administration and operations, while coordinating with internal departments to ensure smooth communication and process efficiency.
• Sales Support: Generate sales leads and meet personal/customer service team sales targets and call handling quotas.
• Customer Relationship Building: Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid, and complete information using appropriate methods and tools.
• Process Improvement: Provide feedback on the efficiency of the customer service process and contribute to improving internal workflows and communication guidelines.
• Team Leadership: Take a supervisory role among colleagues when necessary, guiding best practices and supporting team objectives.

Who You Are

We’re looking for someone who meets the following qualifications:

Minimum Requirements

• 2-3 years of experience in customer service or a related field.
• Strong communication and interpersonal skills, with the ability to manage customer inquiries efficiently across various channels.
• Problem-solving skills, with a focus on providing effective solutions and ensuring customer satisfaction.
• Organizational and time management skills to manage workflows and meet deadlines.
• Familiarity with customer service software and databases.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Preferred Qualifications (Not Required)

• Experience in the real estate or property technology sector.
• Sales experience with a focus on meeting quotas and generating leads.
• Proficiency in CRM software and customer service management tools.

Benefits

• Competitive salary
• Health insurance (Confirmed Staff)
• Hybrid working model
• Opportunities for professional growth
• Collaborative and supportive team environment
• An opportunity to be part of a mission-driven company transforming the housing market in Nigeria

Application Instructions

To apply, send your CV to careers@smallsmall.com