Customer Service Representative /Floor Manager

Serves as the first point of contact for customer inquiries, resolves issues, and ensures a positive customer experience across both pharmacy and retail aspects. Support to SA during peak hours. Serve as Floor supervisor. Manager online activities/social media engagement, online purchase 

Key Responsibilities:

• Answer customer inquiries via phone, in-person, or other channels.
• Resolve customer complaints and concerns efficiently and professionally.
• Provide information about store products, services, and policies.
• Assist with returns, exchanges, and other customer service transactions.
• Direct specific pharmacy-related queries to the pharmacists.
• Collect customer feedback and report recurring issues to management.
• Maintain a positive and empathetic attitude towards customers.

KPIs:

• Customer Resolution Rate: Percentage of issues resolved on the first contact.
• Customer Wait Time: Average time customers wait for assistance.
• Customer Satisfaction Score: Direct feedback on service interaction.
• Number of Complaints Escalated: Lower number indicates higher efficiency.
• Call/Inquiry Handling Time: Average time spent per customer interaction.

Shift:

• CSR 1 (Morning): 7:00 AM – 9:00 PM

 

Location: Abuja, FCT, Nigeria 

Application Email: info@asenkaglobal.com