CUSTOMER SERVICE OFFICER AT AFRIMEDICAL | CUSTOMER SERVICE JOBS IN OGUN

About Company:

Afrimedical supplies high-quality syringes, face masks, and sanitizing solutions to healthcare providers across Africa. Our factory produces 1.8 billion syringes annually using advanced E-beam sterilization and medical-grade raw materials. We are proudly certified by ISO 9001:2015, and ISO 13485:2016, with product endorsements from the Nigerian Medical Association—reflecting our commitment to quality, safety, and innovation in healthcare.

Job Description:

We are seeking a highly empathetic, articulate, and target-driven Customer Service Officer to manage our front-line client interactions and support ecosystem from our facility in Wawa, Ogun State. Operating in a fast-paced environment, you will serve as the primary voice and advocate for our customers ensuring every inquiry, friction point, or complaint is managed with absolute professionalism, speed, and precision.

This position is built for a proactive communicator who takes personal ownership of problem-solving. You will bridge the gap between our external consumers and internal technical departments, turning standard inquiries into opportunities for building long-term brand loyalty. If you have a sharp eye for documenting data, a resilient attitude when handling customer complaints, and a commitment to hitting clear performance indicators, we want you on our team.

Requirements:

1. Multi-Channel Support & Inquiry Resolution

• Omnichannel Engagement: Respond swiftly and professional to high-volume customer inquiries coming through phone lines, official emails, live chats, and corporate social media channels.

• Needs Assessment: Diagnose and assess client requirements accurately, cutting through ambiguity to provide valid, complete, and helpful responses using designated internal tools.

• End-to-End Problem Ownership: Act as the ultimate custodian of incoming consumer complaints—formulating appropriate solutions or alternatives within strict operational time limits, and conducting relentless follow-ups to guarantee absolute closure.

2. Cross-Functional Coordination & Workflow Management

• Inter-Departmental Synergy: Communicate and coordinate actively with technical, logistics, or operations teams to fast-track the resolution of complex, escalated customer issues.

• Form & Request Engineering: Process, classify, and track formal customer complaint registries, feedback logs, refund requests, or account modifications according to company guidelines.

• Retention Leadership: Support the execution of customer retention initiatives and corporate loyalty programs designed to decrease churn and maximize customer lifetime value.

3. Data Hygiene, Quality Assurance & Compliance

• Airtight Interaction Logging: Keep pristine, up-to-date digital registries of all customer communications, transactional logs, feedback notes, and recurring complaints.

• Policy Compliance: Adhere strictly to institutional communication procedures, operational scripts, data protection policies, and service-level agreements (SLAs).

• Target Achievement: Meet or exceed weekly and monthly customer service team metrics alongside your personalized individual performance KPIs (e.g., first-response time, customer satisfaction scores).

Qualifications and Skills:

Education & Experience

• Degree Baseline: Bachelor’s Degree (B.Sc. / B.A.) in Mass Communication, English, Business Administration, International Relations, or any related discipline from an accredited institution.

• Domain Longevity: Minimum of 2 to 5 years of active, verifiable experience operating as a Customer Service Representative, Call Center Agent, or Relationship Officer.

Technical Competencies & Skill Matrix

• Communication Core: Elite verbal and written English communication skills, with a patient, reassuring tone and strong active listening capabilities.

• Software Tool Stack: Foundational proficiency utilizing CRM frameworks (e.g., HubSpot, Zendesk, Salesforce), live chat software, and basic spreadsheet modules (Microsoft Excel / Google Sheets) for data tracking.

• Behavioral Dynamics: Highly empathetic, emotionally resilient, and capable of handling high-stress situations or angry clients while remaining calm and solution-oriented.

• Geographic Reality: Absolute availability to work full-time on-site at our location in Wawa, Ogun State. Proximity to the Wawa, Berger, Mowe, Ibafo, or immediate Lagos-Ibadan Expressway corridor is highly essential to ensure a sustainable daily commute.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their application to: career@afri-medical.com using the Job Position as the subjet of the mail.