Customer Service Agent at Sports World Nigeria

About the Role

We're looking for a proactive, organized, and people-focused Customer Service Agent to join our growing retail team. This is a fast-paced role that requires strong communication skills, attention to detail, and a passion for providing excellent customer experiences. You will handle customer inquiries and complaints, manage online and phone orders, and coordinate deliveries within Lagos and across Nigeria.

Work Hours

• Monday–Friday: 9:00 a.m. – 6:00 p.m.
• Occasional alternate Saturdays: 9:00 a.m. – 3:00 p.m.
• Online availability for customer orders and messages: until approximately 8:00 p.m.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone calls, WhatsApp, social media, website chat, and email
• Process and confirm customer orders accurately
• Coordinate and track deliveries within Lagos and to other states across Nigeria
• Handle customer complaints and resolve issues efficiently while maintaining a positive brand image
• Manage inventory
• Keep accurate records of all customer interactions, orders, and feedback
• Communicate with logistics partners and the distribution department or shops to ensure smooth order fulfillment
• Monitor social media DMs and comments for sales opportunities and service inquiries
• Support sales campaigns, promotions, and product launches when required
• Escalate complex issues to relevant departments
• Process online orders and update customer accounts
• Maintain positive customer relationships through proactive communication and follow-up

Administrative Tasks

• Data entry, updating customer records, and maintaining accurate databases
• Generate invoices, quotes, and other necessary documentation
• File customer paperwork and maintain organized records
• Coordinate logistics and deliveries
• Support other administrative functions as needed