Customer Service Representative Job at Shoppyrex

Shoppyrex is an online Ecommerce store that helps individual, groups solve different problems, achieve their desire, stay happy and fulfilled by providing physical product that cater for their needs

We are recruiting to fill the position below:

Job Position: Customer Service Representative
Job Location: Nigeria
Employment Type: Full Time Virtual, Permanent

Details

• Answer these Question:
  • Are you an extremely motivated person who loves helping people and serving others?
  • Are you a good communicator that can positively influence and change customers decision through words
  • Are you someone who can close deals (Ability to convince buyer to make purchase)
  • Lastly Are you someone who loves turning the “ordinary” into the “extraordinary”?
• If so, we are looking for YOU.
• A magic-maker. A difference-maker. A life-changer!

Position Summary

• The purpose of this role is to provide an amazing experience to Shoppyrex Customers
• You will help our customers from the time they order for their product till the point of delivery and usage by providing an amazing experience and support(Online and On-Phone) Doing this will directly contribute to revenue growth for the company by way of product purchase, referrals and renewals.
• You will be responsible for sending out messages and calling new customers for ORDER CONFIRMATION after they place order on our website
• You will be the intermediary between our customer and our delivery agent/company, following up with the customer and making sure the delivery agent delivers to our customer on-time (24-48hours delivery)
• You will be responsible for providing efficient assistance to customer via phone, social media, email, and chats, responding to positive and constructive customer feedback both on email & our social media channels
• In this role, you’ll also be responsible for overseeing some financial tasks like getting our delivery agents to remit money on-time, confirming debit/credit transactions, responding to refund requests
• You will apply your multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously.
• You will have the ability to swiftly gain customer confidence and trust.

With this in mind…

• You’re the type of person that loves turning negative experiences into positive ones.
• The job is partly proactive, partly reactive.
• Day to day, you’ll be working with and continuously improving our Order management systems, Social Media Comments

Roles & Responsibilities

• Monitoring and Managing Email Account for getting orders
• Managing & Responding to customer comments on our online accounts (Facebook And Instagram, Email)
• Attending to customer calls/Whatsapp Messages and Email
• Create a welcoming and engaging first experience for new customers by leading ORDER CONFIRMATION MESSAGE/CALL
• Sending Text Message to all customers who order (Daily)
• Calling The customers and confirming their Order
• Following up on every customer till the point of delivery or rejection (active & inactive) AND DOCUMENT THEIR PROGRESS
• Copy & paste customer Orders & details from Our Automated CRM Systemfor the delivery men (Online)
• Notifying customers of their order status, the delivery man once the product gets to their region or still on the way (Message & Text)
• Data entry: Updating Customer Order Dashboard
• Data entry: Updating Product Inventory
• Timely Remittance
• Monthly Report of each staff ( Amount Spent, Customer-Complains, Meeting Minute, Innovation, Financial Report)

You’ll be Accountable for these KPI's

• Delivery Rate:75%+ of Customers Receive Their Product On-time
• Waybill and Pickup:How often do you engage with your target audience (current and new followers alike)?
• Speedy Bank Remittance
• Net Promoter Score (NPS) Rating:How many of our prospects become leads and finally converted into clients?
• Referral Revenue:10% - 20% of company revenue comes from referrals
• Renewals:25% - 50%+ of customers renew their relationship with Shoppyrex via an additional product purchase

(We’ll explain the KPIs to you if you don’t understand what it’s about) Simply put, when our customers order and collect their product everyone wins.

Qualifications

• At Shoppyrex, we value work ethic, coach-ability, positive attitude, and past results you’ve delivered significantly more than your degree (or lack thereof), GPA, etc.
• Have you delivered results in a similar role in the past? If so, that’s what we’re looking for… We’re not interested in your school degree - we’re interested in your results.
• That being said, feel free to apply. Just be sure to mention that in your application + why we should consider you.

Required:

• Love to “wow” customers by your honourable and graced Conversation
• Experience communicating with upwards of 50+ customers per day online (email, social media, chat and on the phone)
• Has a personal computer and a Good smartphone
• Must be able to hit set targets and deliver under pressure: Delivering your task even under pressure without frowning, getting angry unnecessarily or passing your emotions(Anger e.t.c) to our customers
• You can work virtually from home without distraction: No Distraction please
• You're personally self-driven, self motivated and creative
• You're disciplined and honest
• Excellent interpersonal and communication skills (verbal and written)
• Focus on root issues, and fix them, instead of embracing band-aid solutions.
• Integrity, self-awareness and adaptability
• You have a good grasp of how to use Google Drive, Email, Microsoft Office Suite (Words, Excel & PowerPoint), Zoom/Skype & Facebook (in general)
• You can speak English fluently
• Your written English is solid
• One-to-many mentality, not just one-to-one (Be-friend automation like scheduling posts)

Preferred:

• At least 1 year of Customer Care Support & Social Media Managementat a company that has an online or offline presence.
• Experience in anonline business environmentwhile dealing with prospects, leads and clients.
• Typing 50 - 80+ words per minute

You Must Be:

• High energy / high EQ, with the ability to motivate people (Gain their trust and help them make decisions)
• Excited and experienced to deliver top-notch customer support on the phone, social media, email, and chat (think high-tier call center experience)
• Systems-oriented; a long-term decision-maker; you’re not satisfied solving the same challenge more than once; you fix it the first time & create a process to fix it forever
• Excited to change lives, one customer, at a time!
• The capacity to work independently and collaboratively without compromising quality or accuracy.

Please DO NOT apply for this position if you:

• Have NO or less than 6 months of Customer Service Representative Experience or
• Have never worked in an online or offline environment / assisted customers online or offline
• Can not write or speak good and solid english
• Fearful and SHY (You can’t hold a conversation with people or get them to trust you)
• Have no interest in books, courses, businesses and personal growth.

Remuneration and Benefits

• N30,000 - N50,000 Monthly; commensurate with skills, qualifications and experience.
• We believe that our people are the main drivers of success in Shoppyrex.
• That's why we find generous and innovative ways to thank employees for their hard work and dedication.
• We have a whole host of benefits to help you enjoy work to the full.

Note: This position is Full Time and Virtual. Meaning you can work from anywhere. The team here at Shoppyrex is located all over the country Preference for this position is someone in Abuja, Lagos or Port Harcourt, Rivers States.