Chef Eros & Co Recruitment for Customer Service Lead
Chef Eros & Co is the story of an African Hut built on a Mountain of Dreams. With five brands and counting, we have been able to constantly deliver an unforgettable culinary experience and we are here for the long haul. We are a certified food brand that is fully integrated in cooking, baking, mixology, shopping and catering through subsidiaries that bear the needs of their target audience in mind. We are a true touch of Nigerian Luxury.
At Chef Eros and Co, we have a reputation that precedes us - one of efficiency and credibility to our numerous customers. Attaining and maintaining this pace has given us recognition to individuals, both private and public sectors of companies and our local community. recipe kits and more.
We are recruiting to fill the position below:
Job Position: Customer Service Lead
Job Location: Lekki Lagos
Employment Type: Full-time
- Chef Eros & Company is currently seeking to fill the role of a Customer Service Lead. Our ideal candidate will be responsible for leading the customer service team, managing all clients' communications for all brands (Cookie Jar, Ile Eros, Eros & Gourmet, Fresh Prep by Eros), provide quality customer service while increasing the company's revenues through increased sales.
Roles and Responsibilities
- Maintain customer records by updating account information.
- Serve customers by providing our products and service information and resolving product and service problems.
- Interact with customers to offer guidance, point out our product packages and assist them in making purchasing decisions.
- Handle customer phone calls and emails in a polite, professional, and prompt manner.
- Attract potential customers by answering product and service questions and suggesting information about other products and services.
- Maintain in-depth product knowledge to provide customers with the best, most accurate information possible.
- Operate a cash register or payment system to collect payments and process transactions for customer purchases.
- Resolve product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
- Ensure cleanliness of all customer-facing areas to maintain a positive business reputation.
- Behave respectfully and professionally to reinforce and elevate the business reputation and brand.
Skills, Experience and Qualifications Required
- Candidates should possess Bachelor's degree
- 2 - 4 years of experience as a customer service executive.
- Excellent verbal and written communication skills.
- Excellent interpersonal communication skills, with an emphasis on negotiation and persuasion techniques
- Ability to work accurately with attention to detail in a high-volume sales environment.
- Customer-oriented attitude with a passion for providing exceptional service
- Analytical and mathematical capabilities to manage money, as well as asset, analyze, and meet sales targets.
- Ability to multitask, prioritize, and thrive in a fast-paced and target-driven environment.
Key Performance Indicators:
- Customer retention rate.
- Average resolution time.
- Complaint escalation rate.
- Overall business cash flow.
- New leads/ opportunities.
- Overall customer satisfaction.
- Upsell/ cross-sell rates.
- Net promoter score (NPS). This is to measure how likely customers/ clients are to recommend our product/ service to someone else.
- Overall knowledge of business products and services.
- Overall compliance to company's policies and procedures.
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