Customer Success Officer at MarketBazaar by TBT

MarketBazaar by TBT is an online food and grocery marketplace that assists personal shoppers and corporations manage, procure, and deliver food items from the local markets to their doorsteps.

Job Title: Customer Success Officer

Location: Ikeja, Lagos

Employment Type: Full-time

Slot: 3 Openings

Job Description

• Handle incoming inquiries, complaints, and service requests from customers through various channels (phone, email, live chat, social media, etc.).
• Resolve delivery issues, delays, or other logistics-related problems efficiently and with empathy.
• Maintain a high level of professionalism and ensure customer satisfaction in every interaction.
• Assist customers in tracking their orders, providing timely updates on their shipments’ status.
• Offer recommendations and solutions to meet customer needs and guide them through the order processes.
• Follow up on open cases and unresolved queries, ensuring customers feel valued and appreciated.
• Identify potential issues that may lead to customer dissatisfaction and proactively address them
• Accurately record and manage customer interactions, issues, and resolutions in the customer service database.
• Meet and exceed performance metrics, such as response time, customer satisfaction, and first-contact resolution rates.

Role Requirements

• A Bachelor’s Degree in Business Administration, Communications, or any related field is preferred.
• Minimum of 2 years of customer service experience, preferably in the e-commerce, logistics, or technology sector.
• Proven ability to handle high-volume customer inquiries and resolve issues in a timely manner.
• Strong verbal and written communication abilities, with the ability to convey information clearly and professionally.
• Adept at identifying issues, providing swift solutions, and managing difficult situations with calmness.
• Ability to prioritize tasks efficiently in a fast-paced environment
• Strong customer-focused attitude, displaying empathy and patience.
• Collaborative mindset and a willingness to support team mates when needed.

Application Closing Date
10th January, 2025.

How to Apply: Interested and qualified candidates should send Resume in PDF format to: careers@tbt.com.ng copy eoalaba@tbt.com.ng using the Job Title as the subject of email.