CUSTOMER SERVICE EXECUTIVE JOB AT FUTURE MOVES RECRUITMENT AGENCY | CUSTOMER CARE JOBS IN LAGOS

About Company:

Future Moves Recruitment Agency is a licensed full-fledged Human Resource firm with extensive expertise and experience in human Capital development and staffing. Future Moves has exceptional expertise in Talent Sourcing, learning & development, talent management, HR Outsourcing & Payrolling, HR planning & Consulting, Policy Drafting, Culture Change and Organisation Effectiveness by designing and implementing interventions which identify the core areas of development to enhance the overall growth and competitiveness of your organization.

Job Description:

We are seeking a proactive and digitally savvy Customer Service Executive to lead our customer experience efforts. In this role, you will be the voice of the brand, managing interactions across traditional channels and our social media platforms. You aren’t just answering questions; you are building trust, resolving complex issues, and ensuring that every touchpoint leaves a positive impression. The ideal candidate understands the pace of social media engagement and possesses the professional poise to handle inquiries with empathy and efficiency.

Requirements:

1. Multi-Channel Inquiry Management

• Prompt Response: Address customer inquiries and complaints across email, phone, and live chat with a focus on "First Contact Resolution" (FCR).

• Social Media Advocacy: Monitor and manage brand engagement on social media platforms, responding to comments, tags, and direct messages in a way that reflects the brand's tone.

• Issue Escalation: Identify high-priority complaints and collaborate with internal teams to ensure swift and satisfactory resolutions.

2. Customer Relationship & Data Integrity

• Meticulous Records: Maintain a 100% accurate digital audit trail of all customer interactions, feedback, and resolutions within our CRM system.

• Feedback Loops: Analyze recurring customer pain points and share insights with the operations and marketing teams to improve service delivery.

• Proactive Follow-ups: Conduct satisfaction check-ins post-resolution to ensure the customer is fully satisfied and to foster long-term loyalty.

3. Standards & Policy Compliance

• Policy Adherence: Uphold company service standards and customer-centric policies in every interaction.

• Autonomous Operations: Work with minimal supervision to manage daily volume while maintaining high-quality output and professional etiquette.

Qualifications and Skills:

Education & Experience

• Proven Tenure: Minimum of 2 years of hands-on experience in a dedicated customer service role.

• Digital Savvy: Demonstrated experience in managing online customer engagement and social media communities (Instagram, Twitter/X, Facebook, etc.).

Core Competencies

• Communication Excellence: Strong written and verbal communication skills, especially the ability to write professional, error-free social media responses.

• Problem Solving: Ability to remain calm under pressure and provide solution-oriented responses to disgruntled customers.

• Organization: Sharp attention to detail with the ability to manage multiple open cases simultaneously.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: babayemitemitope6@gmail.com using "Customer Service Executive" as the subject of the email.