Customer Service Representative (CSR)

Job Description

Company Overview:

Bottleking Limited, the Minister of Enjoyment, located at 27 Castle Rock Ave, Lekki Peninsula II, Lekki 105102, Lagos, specializes in offering an exquisite selection of exotic wines and premium drinks. Renowned for our dedication to quality and customer satisfaction, we are a trusted name in the beverage industry. At Bottleking, we believe in celebrating life’s moments with the finest drinks from around the world.

Job Title

Customer Service Representative (CSR)

Location

Lagos

Employment Type

Full-time

Job Summary

The Customer Service Representative (CSR) will be the first point of contact for customers, handling inquiries, complaints, orders, and ensuring customer satisfaction. This role also contributes to sales growth through effective communication, product knowledge, and problem-solving.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, and other channels.

• Manage calls, chats, and messages while maintaining a high level of service quality.

• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.

• Process orders, refunds, and exchanges accurately.

• Provide detailed product information and guide customers in purchase decisions.

• Maintain accurate customer interaction records in the CRM system.

• Escalate unresolved issues to relevant departments or supervisors.

• Collaborate with sales, warehouse, and logistics teams for smooth order fulfilment.

• Monitor customer satisfaction and recommend improvements.

• Ensure adherence to company policies and service standards.

Qualifications & Requirements

• OND / HND / B.Sc. in Business Administration, Marketing, or related field.

• Proven experience as a Customer Service Representative (FMCG/retail preferred).

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict resolution abilities.

• Proficiency in Microsoft Office Suite and CRM tools.

• Ability to multitask, prioritize, and manage time effectively.

• Strong attention to detail and organizational skills.

• Customer-oriented with a positive attitude.

Key Competencies

• Customer Focus & Empathy

• Effective Communication

• Patience & Resilience

• Problem-Solving

• Team Collaboration

• Sales Support Orientation

Working Conditions

• Full-time, on-site role.

• Evening or weekend availability may be required.

Salary & Benefits

• Competitive salary (based on experience).

• Health benefits (HMO).

• Leave allowance.

• Career growth and development opportunities.