Customer Service Representative at EYEKON Innovations Optix Ltd. (2025-01 – Present)
- Respond to customer inquiries regarding optical lens products, services, and pricing via phone, email, or WhatsApp chat.
- Process customer orders, ensuring accuracy in prescription details, lens specifications, and delivery instructions.
- Track and update customers on the status of their orders, including production and shipping timelines.
- Resolve issues related to order errors, delays, or product availability.
- Collaborate with production, quality assurance, and logistics teams to resolve customer concerns.
- Escalate unresolved issues to supervisors or specialized teams, ensuring timely resolution.
- Provide updates on promotional offers, warranties, and refund policies.
- Follow up with customers post-delivery to ensure satisfaction and collect feedback.
- Maintain accurate records of all customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
- Work closely with production, quality control, and logistics teams to ensure seamless order fulfilment.
- Participate in team meetings to share customer insights and improve service delivery.
Team Lead, Customer Support at NGCOM Networks Solution (2024-06 – 2024-12)
- Oversee a group of six customer care agents, alongside, Supervising and guiding them.
- Handling complex customer complaints and issues
- Managing team schedules, attendance, and time-off requests
- Collaborating with other departments to resolve customer issues
- Maintaining accurate records and reports of both the team and work progress
- Staying up to date with product knowledge and industry trends
- Fostering a positive and supportive team culture
- Ensuring customer satisfaction and loyalty
- Monitor daily calls, cross check and provide appropriate WhatsApp and Email response
- Improved team performance metrics by 20% through targeted coaching and feedback.
- Trained and mentored 5 new support agents, improving team efficiency and reducing response time by 20%.
- Managed escalated customer complaints, achieving a resolution rate of 90% within 24 hours.
Customer Service, Retention Specialist at NGCOM Networks Solution (2022-09 – 2024-05)
- Spearhead and execute various projects and campaigns aimed at boosting customer loyalty, including health checks, installation drives, general service promotions, and outbound calls.
- Enhance customer retention and reduce churn by reaching out to 30 churned customers daily, gathering feedback, and promoting welcome-back offers and service plans.
- Drive an increase in the number of satisfied customers who advocate for the brand.
- Strengthen customer relationships while collecting insights on customer service trends.
- Collaborate with customers, support teams, and sales representatives to ensure smooth communication.
- Take advantage of opportunities to upsell products when appropriate.
- Prepare and present reports on customer behaviour and work closely with the sales team to propose strategies for improving customer retention.
Customer Support, Call centre agent at NGCOM Networks Solution (2022-02 – 2022-08)
- Provide first level technical support to customers for their internet connection issues and questions and escalate to the Network Operation Team when necessary.
- Resolved an average of 70+ customer inquiries per day via phone, email, and WhatsApp chat, consistently achieving a 95% customer satisfaction rate by answering questions and resolving concerns.
- Assist customers with troubleshooting, payments information, engineers visit update, navigating the company website, or using products and services.
- Generate customer data traffic reports, forward them to the billing department for account extensions, and provide updates on billing, and warranties.
- Understand customer needs, clarify information, research issues, and offer effective solutions or alternatives.
- Take advantage of opportunities to upsell products when appropriate.
- Foster long-term relationships and actively engage customers by going the extra mile.
- Maintain detailed records of all interactions in the call centre database using clear and accurate tagging.
Customer Service Representative at ZIG Xpress Delivery Service (2021-06 – 2022-01)
- Respond to phone calls, address customer inquiries, and recommend additional company services.
- Coordinate and schedule pickups and deliveries for customers.
- Deliver accurate, valid, and complete information using appropriate methods.
- Manage customer complaints, offer timely and effective solutions or alternatives, and follow up to ensure resolution.
- Update and maintain customer accounts and ensure all documentation is current.
- Prepare and share outstanding account reports with customers on a weekly basis.
Customer Service Representative / Inventory Manager at Joatech Global Link Investment Ltd (2020-06 – 2021-05)
- Analysed daily stock and supply levels to identify potential inventory issues and shortages.
- Oversaw the daily distribution of stock across the company's branches.
- Assessed stock deliveries and product levels to enhance inventory control processes.
- Monitored, distributed, and replenished stationery supplies as needed.
- Planned stock orders for the printing department; engaged in both retail and wholesale day to day sales.
- Managed the scheduling of printing stock (Recharge cards) to ensure timely availability.
Filling, Compliance and Enforcement Department (NYSC) at Federal Inland Revenue Service (2019-01 – 2019-10)
- Recorded Value Added Tax (VAT) transactions.
- Assisted in drafting letters to taxpayers following desk reviews and assessments.
- Handled VAT filing processes.
- Supported the review of accounts and participated in tax drives.
- Uploaded VAT details onto SIGTAS, the FIRS web portal.
