Virtual Customer Service Representative Job at MPG partnering

MPG is a global project pairing platform, a digital supply chain management marketplace where businesses compete and win.

We are recruiting to fill the position below:

Job Position: Virtual Customer Service Representative
Job Location: Lagos
Employment Type: Full-time

Job Description

  • We are looking for a virtual Customer Service Representative.
  • You will professionally and courteously handle inbound customer service and outbound calls in compliance with client policies and directives
  • You will respond to customer inquiries by telephone, e-mail and/or chats to provide inquiry or problem resolution.
  • You will resolve mostly routine and some non-routine, more complex problems and communicate the solutions or requested information to the customer
  • You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.
  • You must be ready to quickly learn and understand the industry and company-specific language terms as well as policy terms.


  • Support customer base by answering questions, concerns, account inquiries as well as handling customer complaints.
  • Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
  • Maintain company and client confidentiality
  • Multi-task by adjusting from one type of call to another without loss of efficiency, composure, or knowledge.
  • Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders
  • Maintains comprehensive knowledge of MPG’s products and services
  • Utilizes company policies and procedures while providing world-class customer service
  • Fosters an environment of continuous improvement
  • Researches, tracks, and provides problem resolution relating to freight, carrier or other issues and communicates to the appropriate internal or external customer
  • Determines corrective course of action in problem situations, balancing customer satisfaction, and financial costs
  • Properly escalates problem situations that may impact customer satisfaction and/or revenue
  • Works with distribution centers and carriers to meet schedule delivery requirements
  • Brings forth best practices ideas and process improvements (supports automation initiatives)
  • Performs other duties as assigned

Minimum Requirements:

  • High School Diploma or equivalent required
  • 2 years of professional experience.


  • Bachelor's Degree
  • At least 6 months of contact center experience
  • English fluency for reading, writing and speaking
  • Strong computer navigation skills, ability to work in multiple applications simultaneously
  • Capability of listening and typing to appropriately address the customer’s need
  • Composure: Ability to work in high-pressure situations and deals with conflict effectively
  • Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums
  • Strong customer focus skills (listening, empathy, solution-focused)
  • Ability to problem-solve and make sound decisions via critical thinking
  • Strong work ethic, sense of urgency and drive for results
  • Ability to work a flexible schedule or extra hours due to business demands
  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint, One Note, Outlook)
  • SAP experience.


  • N300,000 monthly.

Method of Application
Interested and qualified candidates should send their CV / Applications to: using the Job position as the subject of the mail.

Note: MPG is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of Race, Religion/Belief, Ethnic/National Origin, Disability, Age, Citizenship, Marital/Domestic/Civil Partnership Status, Sexual Orientation, or Gender Identity, or any other basis as protected by applicable law.

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