Customer Relations Officer Job at Illaj Agro-Processing Limited

Illaj Agro-Processing Limited offers quality range of products for consumers to promote a healthier future. Our Vision is to lead the transformation of the farm input system in West Africa. Our Mission is to continuously commercialize innovative agricultural technologies that will increase farmers' yield, enhance nutrition and build livelihood through expertise, technology application and being a customer-centric farm inputs company.

We are recruiting to fill the position below:

Job Position: Customer Relations Officer
Job Location: Rigachikun Kaduna
Employment Type: Full-time

Job Description

• The Customer Relations Officer is responsible for building and maintaining positive relationships with clients and customers by addressing inquiries, resolving complaints, and ensuring overall satisfaction.
• The role involves responding to customer queries in a timely and professional manner, handling escalations, and identifying opportunities to improve customer service.
• This position plays a key role in enhancing the company’s reputation and customer loyalty.

Responsibilities
Customer Support:

• Respond to customer inquiries via phone, email, social media, or in person in a timely and professional manner.
• Resolve customer complaints and issues efficiently, ensuring that problems are resolved to the customer’s satisfaction.
• Provide accurate information about products, services, and company policies.
• Assist customers with product or service-related concerns, returns, and exchanges.

Relationship Management:

• Build and maintain strong relationships with customers by providing personalized service.
• Proactively follow up with customers to ensure their needs are met and satisfaction is maintained.
• Identify opportunities to up-sell or cross-sell products and services to enhance customer experience.

Issue Resolution:

• Escalate unresolved customer issues to the appropriate department or management, and follow through until resolution.
• Keep records of customer interactions, complaints, and the steps taken to resolve issues.
• Ensure customer feedback is shared with the relevant departments to improve services and products.

Customer Engagement:

• Monitor customer satisfaction levels through surveys, feedback, and direct interactions.
• Collaborate with the sales and marketing teams to implement customer engagement strategies.
• Participate in customer retention and loyalty programs to strengthen the customer base.

Reporting:

• Maintain detailed and accurate records of all customer interactions, inquiries, complaints, and resolutions.
• Generate regular reports on customer service performance, feedback, and trends.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum 2 – 5 years of experience in progressive Customer Services/Support experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle stressful situations and difficult customers with professionalism.
• Strong organizational and multitasking skills.
• Proficiency in using CRM software, customer service platforms, and MS Office tools.
• A positive attitude and a customer-first mindset.
• Knowledge of the Holding Company's industry and business operations is advantageous.
• Any certification in Customer Relation Management.

Method of Application
Interested and qualified candidates should send a PDF copy of their resumes and cover letter to: cro@illaj.odoo.com using the Job Position as the subject of the mail.