Admin and Customer Relationship Representative Job at Tawona Foods Limited

Tawona Foods Limited is recruiting suitable candidates to fill the position below:

Job Position: Admin and Customer Relationship Representative

Job Location: Abuja (FCT)
Employment Type: Full-time

Job Description

• The Admin and Customer Relationship Representative is responsible for ensuring efficient day-to-day administrative operations at Tawona Foods, including scheduling meetings and appointments, managing correspondence via calls, emails, and messenger services, and maintaining accurate records of company activities. 
• This role supports key operational tasks such as document management, report preparation, event coordination, and policy updates, ensuring that the organization’s internal processes run smoothly and efficiently.
• This position also serves as the first point of contact for clients and visitors, building strong relationships through professional, personalized engagement. 
• By promptly addressing customer inquiries, resolving issues, and actively gathering feedback, the role enhances customer satisfaction and loyalty while working closely with the sales and operations teams to streamline service delivery and identify opportunities for improvement.
• In addition to its administrative and customer service functions, the role provides essential support for digital interactions by handling basic inquiries and order confirmations on platforms like WhatsApp Business and Instagram. 
• This aspect of the role ensures that the company maintains a consistent and professional online presence, complementing broader marketing efforts and contributing to the overall growth in customer engagement and sales performance.

Responsibilities
Administrative Support & Office Coordination:

• Schedule and manage all internal and external meetings, staff events, appointments, and official travel arrangements.
• Handle all incoming and outgoing correspondence via phone, email, messenger services, and physical mail.
• Maintain up-to-date filing systems (electronic and physical), draft official communications, prepare reports, and document meeting minutes.
• Keep company policies and standard operating procedures current and readily accessible.
• Assist in organizing internal events, seasonal promotions, and company functions.
• Manage office supplies, assist with new staff onboarding, and coordinate internal communications effectively.

Sales & Financial Record Oversight:

• Review and verify daily sales and payment records, ensuring accurate tracking and documentation.
• Work closely with the kitchen and sales teams to reconcile payments with processed orders.
• Compile daily, weekly, and monthly financial reports, ensuring all transactions are documented for audits.

Customer Relationship Management:

• Proactively engage with customers via phone, WhatsApp, email, or in person to ensure satisfaction and gather feedback.
• Address customer issues promptly and efficiently, escalating matters as necessary for a satisfactory resolution.
• Develop and nurture long-term relationships with key customers, recording their preferences and history to tailor service.
• Regularly update the CRM system, track customer trends, and collect feedback through surveys and direct interactions.
• Assist with the coordination of loyalty programs and targeted campaigns to retain existing customers.

Interdepartmental Collaboration:

• Serve as the bridge between customer-facing teams and internal operations (kitchen, delivery, procurement), ensuring a smooth workflow and effective communication.
• Collaborate with various teams, including sales and management, to implement improvements based on customer insights.

Community Engagement & Digital Interaction:

• Respond to basic inquiries and order confirmations via WhatsApp Business, Instagram messages, and other approved channels.
• Share menus, updates, and seasonal promotions on social media channels as directed, ensuring that messaging is consistent and timely.
• Maintain an archive of social media testimonials and customer reviews for internal analysis and reporting.
• Work alongside the marketing/PR team to relay customer feedback and engagement insights to improve service delivery.

Quality & Service Assurance:

• Create and maintain inspection schedules to visit outstation or event service points, ensuring consistent service quality.
• Assist in tracking key customer metrics, such as retention rate, satisfaction scores, and overall engagement, to gauge CRM effectiveness.
• Consistently provide summaries and suggestions to management on how to enhance customer service and operational processes.

Requirements

• Bachelor’s Degree in Business Administration, Marketing, Communications, Public Relations, or a related field.
• At least 5 years of experience in a customer relationship management, administrative leadership, or sales-supporting role.
• CRM tools, Social Media Management, Basic Accounting, and Business Communication.
• Professional certifications in Customer Relationship Management (CRM), Social Media Marketing, or Project Management (PMP, PRINCE2, or equivalent).
• Previous experience in corporate event planning, customer engagement campaigns, or business development.
• Ability to manage schedules, keep accurate records, and organize files systematically.
• Strong ability to engage with customers, handle concerns, and maintain long-term business relationships.
• Understanding of customer retention strategies, sales support, and revenue growth techniques.
• Ability to track performance metrics, analyze trends, and make data-driven decisions.
• Familiarity with daily sales monitoring, financial documentation, and budget management.
• Takes initiative, anticipates challenges, and pays attention to details.
• Strong verbal and written communication for customer interaction and internal coordination.
• Ability to address customer complaints professionally and implement solutions.
• Genuinely understands and prioritizes customer needs.
• Ability to manage multiple responsibilities effectively without compromising quality.
• Proficiency with Point-of-Sale (POS) systems, Microsoft Office (Word, Excel), and familiarity with CRM tools.
• Excellent verbal and written communication skills; comfortable engaging customers across multiple platforms.
• Strong relationship-building and conflict resolution skills, with a proactive and customer-centric approach.
• High level of attention to detail, excellent time management skills, and ability to multitask in a fast-paced environment.
• Fast-paced, customer-driven work environment requiring quick decision-making.
• Office-based with frequent customer interactions, either in person, via phone, or online.
• Collaboration with multiple departments (Sales, Finance, Marketing, Operations, etc.).
• May require travel to outstation locations for customer visits, inspections, or corporate events.
• Regular use of digital communication tools, including CRR platforms, email marketing software, and social media channels.
• Extended work hours may be required during peak periods or event planning phases.