Customer Service Officer Job at Pinnah Foods Limited

Pinnah Foods Limited is a proudly indigenous food company dedicated to expanding and redefining the Nigerian Restaurant Landscape. Currently owning two distinct brands,The Ice Cream Factory;a Premium Ice Cream & Dessert Brand,and Yin Yang Express; a Chinese Quick Service Restaurant brand. Incorporated in Nigeria in 2009 as a 100% Nigeria brand, we are committed to excellent products and service delivery, amazing customer relations, and indeed the great tasting experience from our array of delightful recipes.

We are recruiting to fill the position below:

Job Position: Customer Service Officer
Job Location: Yaba, Lagos
Employment Type: Full-time

Job Description

• As our company continues to expand its operations, we are actively searchingfor an experiencedCustomer Service Officer to join our Brands and Marketing team.
• As theCustomer Service Officer, you will be responsible formanaging interactions, resolving issues, and ensuring that each customer experience aligns with the company’s core values.
• Reporting to the Brands and Marketing Manager, you will work closely with the marketing team to gather insights from customer feedback and contribute to the overall customer experience strategy.
• Your goal is to build strong relationships with our customers, foster loyalty, and ensure that every interaction reflects our commitment to quality and service excellence.

Responsibilities
Customer Satisfaction and Experience:

• Consistently provide high-quality service by addressing customer inquiries, resolving issues efficiently, and ensuring that customers have a positive experience.
• Regularly collect and analyze customer feedback to identify areas of improvement. Proactively make recommendations based on insights gathered to enhance customer satisfaction.
• Ensure all customer issues are resolved to the customer’s satisfaction within the company’s specified time frame (e.g., within 24 hours).
• Tailor interactions to meet the unique needs and preferences of each customer, ensuring that they feel valued and understood throughout their engagement.

Product Knowledge and Support:

• Maintain a deep understanding of the company’s products and services to effectively assist customers with their inquiries.
• Ensure customers receive accurate and up-to-date information about products, services, and policies.
• Participate in ongoing training to stay informed about new products, features, and updates, enabling you to provide the best possible support.

Issue Resolution and Problem Solving:

• Address and resolve customer complaints in a timely and professional manner, ensuring that all issues are fully resolved and customers are satisfied with the outcome.
• Identify situations that require escalation to higher-level support and follow through until a satisfactory resolution is achieved.
• Conduct root cause analysis of recurring issues to prevent future occurrences and improve overall service quality.

Compliance and Best Practices:

• Follow company policies and procedures, ensuring that all customer interactions comply with legal and regulatory requirements.
• Stay informed about industry best practices in customer service and integrate these practices into daily operations.
• Uphold the highest standards of professionalism and ethics in all customer interactions.

Customer Retention and Loyalty:

• Develop and maintain positive relationships with customers to foster loyalty and encourage repeat business.
• Engage with customers proactively to address potential concerns before they escalate and to inform them about new products or services that may be of interest.
• Promote and support customer loyalty programs, helping to identify opportunities for customer engagement and reward.

Requirements

• Minimum of a high school diploma or equivalent; a degree in Hospitality Management, Business Administration, or a related field is a plus.
• Minimum of 1-3 years of experience in customer service, preferably in the food & beverage or QSR industry.
• Strong interpersonal and multitasking skills.
• Ability to work in a fast-paced environment and handle high-pressure situations calmly.
• Strong Analytical, Communication and Problem-Solving skills
• Ability to plan, schedule and coordinate effectively.
• Result Oriented.
• Assertiveness and tenacity.
• Ability to work with all levels of management, build partnerships and team.
• Highly organized and significant ability to multi-task effectively.
• Integrity and Professionalism.
• Strong commercial and business acumen.