The role involves managing high-volume customer interactions to confirm orders, convert sales, and ensure successful delivery. You will also maintain accurate CRM records, coordinate with delivery agents, and provide daily reports on sales and logistics performance.
Our client is a fast-growing Nigerian e-commerce company operating multiple consumer product brands.
They are seeking to hire a confident, target-driven, and organized Customer Sales Representative to manage high-volume customer interactions through phone calls and WhatsApp.
The ideal candidate will be responsible for confirming customer orders, converting interested customers into confirmed orders, following up on deliveries, maintaining accurate CRM records, and ensuring orders are successfully delivered.
Job Responsibilities
Customer Sales & Order Confirmation
Contact customers promptly to confirm orders and follow up with unreachable customers.
Engage undecided customers using product knowledge and consultative selling techniques.
Convert customer interest into confirmed orders.
Follow up with customers scheduled for delivery.
Update customer and order statuses accurately in the CRM.
Customer Communication
Respond promptly and professionally to customer enquiries, complaints, and repeat orders via WhatsApp.
Capture orders received through WhatsApp and social media channels into the CRM.
Maintain accurate product pricing information on WhatsApp Business.
Collect and share relevant customer feedback and testimonials.
CRM & Order Management
Maintain accurate records of customer interactions, orders, payment status, delivery status, and other relevant information.
Ensure all required order details are completed and updated in the CRM.
Monitor outstanding orders and ensure no customer remains unattended.
Identify and escalate unusual customer patterns or data discrepancies.
Delivery & Agent Coordination
Follow up with delivery agents on dispatched orders.
Track outstanding deliveries and escalate unresolved issues promptly.
Coordinate customer returns and replacements with the relevant teams.
Record logistics and delivery-related information accurately.
Use Google Maps where required to verify delivery distances and logistics costs.
Inventory & Reporting
Monitor product availability and communicate potential stock shortages to the relevant team.
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