Experience

Mall for Africa

• Nigeria
• Retail
• 1 - 100 Employee

• Customer Service Executive

  • May 2019 - Present

  MALL FOR AFRICA (ASANI COOPS LIMITED), LagosSUPPORT FOR; Mall for Africa, DHL Africa eShop, and Quick-teller Global-mall e-commerce platforms• Build sustainable relationships with customers based on trust and reliability. • Collaborate with other team members; Logistics team, sales team members, and members of other departments to ensure an overall customer and product satisfaction• Manage inbound and outbound calls in a timely manner.• Checking and confirming order status on pick-up and deliveries.• Coordinate & expedite requests, time-specific pickups and deliveries, order re-routes, and other special requests.• Identify customers’ needs, clarify information, investigate every issue, and provide solutions ensuring customer satisfaction.• Promote and advise additional products and services that may better suit customers’ needs.• Track and log information in the system; Maintain call center database by keeping a proper record of issues and resolution attained.• Investigate every issue, Initiate and monitor the resolution to ensure a swift and stress-free solution in conformance to specifications. Make or order necessary replacements/solutions, ensuring customer satisfaction.• Collaborate with other team members; Finance, Logistics, and sales teams, and other departments to ensure overall customer and product satisfaction.• Review and recommend policies modifications and terms in packaging, shipping, and general services to ensure utmost service satisfaction. Show less

• CALL CENTRE CUSTOMER REPRESENTATIVE

  • Oct 2017 - May 2019

  MALLBOXES LIMITED;Service support for; Mall for Africa, DHL Africa eShop, and Quickteller Global-mall e-commerce platforms.• Attending to customer inquiries, App navigating difficulties, payments, and procurement issues via phone calls, and email communications.• Reviewing customer accounts, providing updates and information about billing, shipping, warranties, and other account feature.• Resolving payment-related issues, difficulties, and refunds.• Determine order issues and facilitate order cancellations and returns.• Improved operational efficiencies while managing customers’ requests.• Training and support for new call center team members.Achievements:• Best customer-centric representative.• Most requested customer representative agent for issue resolution.• Product knowledge. Show less

• Inbound Customer Service Representative

  • May 2015 - Oct 2017

  MALL FOR AFRICA ( Mallboxes Limited), Lagos• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.• Compiled customer feedback and recommended service delivery improvements to management.• Handled several calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and cancelation services.• Educated customers about billing, payment processing, and support policies and procedures.• Improved operational efficiencies while managing customers’ requests, store inventory, transactions, new purchase orders, and pricing needs.• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information. Show less

• Sales Associate

  • Sep 2014 - May 2015

  MALL FOR AFRICA (MALLBOXES LIMITED), Port-Harcourt.• Sourcing for customers and selling the idea of shopping online through the MallforAfrica app, as well as sharing with them the importance of having and using the MallforAfrica web-card (electronic debit card) to make payment for their purchases as opposed to using their bank cards.• Develop and execute strategies for lead generation, sales and run effective promotions for revenue generation.• Set and manage client's expectations, Create clear, and precise client program documentation.• Provide market feedback to management regarding competitive offerings, prospect needs and generate product development ideas. Show less



SOPHISMA SERVICES LIMITED

• Creative cakes and event designer

  • 2011 - Present

• CO-ORDINATOR

  • Sep 2010 - Aug 2011

  1. Supervises the day to day running of the facility, taking stock of available resources and ensuring successful daily operations.2. Meet with customers and determine their purchasing needs and wants as well as recommend alternative purchase choices where need be.3. Give presentations when needed especially regarding wedding cakes on offers, cake tasting and answering questions on the different cake flavours and pricing.4. Ensure that customer orders and needs are taken, met satisfactorily and delivered as agreed.5. Ensure payment of bills, issuing invoices to customers and processing payments for services rendered and procured. Show less



P.S. Problem Solved Nig Ltd

• Nigeria

• Practice Administrator

  • Aug 2011 - Aug 2014

  • Responsible for total practice management accounting, Information, and sales service provision. • Manage Client relations; establish client needs and provide adequate information and propose alternative services/solutions to their needs. • Prepare sales contracts and accepted payment plan. • Responsible for total practice management accounting, Information, and sales service provision. • Manage Client relations; establish client needs and provide adequate information and propose alternative services/solutions to their needs. • Prepare sales contracts and accepted payment plan.