Customer Service Representative

Position Overview

Goonite Hygiene is expanding its team and seeking a Customer Service Representative (CSR) to serve as the primary point of contact between the company and its customers, distributors, and sales team. The CSR will handle inquiries, process orders, resolve complaints, and ensure a smooth customer experience while supporting sales and distribution operations.

Key Responsibilities

• Respond promptly and professionally to customer, distributor, and retailer inquiries via phone, email, and messaging platforms
• Handle customer complaints and product-related issues, ensuring timely resolution and feedback
• Maintain a positive and professional brand image in all customer interactions
• Receive, process, and track customer and distributor orders accurately
• Coordinate with sales, warehouse, and logistics teams to ensure timely order fulfillment and delivery
• Follow up on pending orders, deliveries, and backlogs
• Maintain accurate records of customer interactions, orders, complaints, and resolutions
• Update customer databases and ensure proper documentation for all transactions
• Prepare daily and weekly customer service reports
• Support the sales team with order status updates, stock availability, and customer feedback
• Assist in managing distributor relationships by providing timely information and support
• Escalate complex or unresolved issues to the appropriate department
• Collect customer feedback and share insights for service and product improvement
• Manage the distribution of promotional materials and samples
• Support supervision of loading activities
• Manage key documents including price lists, outbound forms, request forms, and promotional documents

Service Standards

• Ensure adherence to company policies and service standards
• Follow proper hygiene product handling guidelines

Required Qualifications

• HND or Bachelor's Degree in Business Administration, Mass Communication, or related field

Location

Lagos, Nigeria