Customer Service Officer at Vitalvida

Vitalvida is a fast-growing e-commerce company focused on delivering high-quality products to customers across Nigeria. We are serious about speed, precision, and accountability. We are growing fast, and we need serious people to join our team.

Job Title: Customer Service Officer

Location: Yaba, Lagos

Employment Type: Full-time

About the Role

• This role is for disciplined, hardworking, and proactive individuals who will attend to customers, close sales, and help the company succeed.
• You will be doing more than just your job description because that is how startups work.

Key Responsibilities
Customer Engagement:

• Answer customers’ questions via WhatsApp, Instagram, and phone calls in a polite and professional way.
• Help customers place their orders and ensure their satisfaction.
• Follow up on orders until they are successfully delivered.
• Proactively resolve issues arising from Delivery Agents and Customers.

Sales and Order Management:

• Record customer orders in the CRM system accurately.
• Negotiate rates with logistics service providers.
• Determine the best delivery agent for each delivery.
• Manage delivery agents to ensure efficient processing and dispatch of orders.
• Oversee the flow of customer orders from initiation to delivery.
• Record calls with customers for quality assurance.
• Assign orders to delivery agents on WhatsApp and track progress until delivery.
• Meet or exceed sales targets by identifying and closing opportunities.

Beyond Your Job Description:

• Step in to help other team members whenever needed.
• Take initiative to solve problems, even if it’s not “your job.”
• Look for ways to improve processes for the company.

Reporting and Accountability:

• Fill out and submit daily sales reports without excuses.
• Prepare end-of-day reports with accurate and complete information.
• Proactively handle any issues and ensure smooth operations.

Qualifications

• Interested candidates should possess a Bachelor’s Degree / HND with 2 – 3 years of experience.
• Previous experience in telesales or customer service is a plus.
• Must be computer literate.
• Excellent analytical thinking.
• Must know how to use WhatsApp, Instagram, CRM tools, and basic computer applications.
• Knowledge of or willingness to learn new productivity tools.
• High level of initiative with the ability to self-manage.
• Excellent written and verbal communication skills.
• Must be organized, detail-oriented, and able to work under pressure.

Daily Expectations and Performance Targets

• Close a minimum of 40 sales daily or resolve 60 inquiries daily to meet targets.
• KPIs will be tracked daily, and quarterly performance bonuses are available for those who consistently meet and exceed goals.

What We Expect (Competencies):

• Ownership Mentality: Treat the company like it’s yours. Take responsibility for results.
• Hard Work: Come early, stay late, and give your best effort every single day.
• Focus: Work during work hours — no social media, no gisting, no laziness.
• Integrity: Be honest and upright. Don’t use company time for personal business.
• Startup Mindset: Be ready to help where needed; no task is beneath you.

What We Don’t Want:

• Disorganized individuals who can’t handle multiple tasks and miss details in customer orders.
• Poor communicators who fail to engage customers professionally or resolve issues effectively, leaving customers frustrated.
• Procrastinators who delay responding to customers, fail to follow up on orders, or let issues escalate unnecessarily.
• Negative personalities who complain, shift blame, or bring down team morale instead of working towards solutions.
• Rude individuals who use condescending tones with customers or phrases like “You have to calm down”—we prioritize respect, empathy, and professionalism at all times.
• Impatient people who interrupt or dismiss customers’ concerns instead of actively listening and resolving their issues.
• Know-it-alls who argue with customers or try to “prove them wrong”—we believe in addressing concerns, not winning arguments.
• Arrogant individuals with uncontrollable egos who undermine teamwork and make interactions uncomfortable for colleagues or customers.
• People who talk down to others, whether customers, colleagues, or delivery agents—respect and humility are essential to our culture.
• People who lack accountability and make excuses instead of owning up to mistakes or taking responsibility for results.
• Those who think customers are not always king—at Vitalvida, our customers are always king, and every team member must reflect that in their interactions.
• Emotionally reactive individuals who lose their temper or become defensive when dealing with difficult customers or situations.

What You Will Learn and Do in Your First 30 Days
Day 1: Training on CRM tools, order assignments, and customer interaction.
Weeks 1–2:

• Conduct daily audits to ensure full understanding of your responsibilities.
• Start handling customer interactions and orders with full accountability.
• If you fail to meet expectations within your probation period, you will be let go.

Salary

• N70,000 – N100,000 per month.

Application Closing Date
19th February, 2025.

How to Apply: Interested and qualified candidates should send their application to: [email protected] using the Job Title and their Name as the subject of the mail.

Note

• Make sure you are serious and ready to work hard. Lazy or unserious candidates should NOT APPLY.
• Task: To confirm that you’ve read this job ad thoroughly, include the answer to the following question in your email: “How many sales are you expected to close daily?”
• Accommodation: Staff hostel available for the right candidate.