E-commerce Customer Service Associate in Lagos, Lagos at The Borough Lagos

The Customer Success Associate (E-commerce) is responsible for delivering exceptional customer experiences across all digital sales channels while driving customer satisfaction, retention, and loyalty. The role serves as the primary point of contact for customer inquiries, order management, issue resolution, and post-purchase support, ensuring a seamless end-to-end customer journey. The position also supports the optimization of e-commerce platforms, monitors customer engagement and performance metrics, and leverages customer insights to improve service delivery, customer experience, and business outcomes
Responsibilities

• Manage customer inquiries, complaints, and escalations across multiple channels, ensuring timely and effective resolution while maintaining a high standard of customer service.
• Serve as the primary point of contact for customers, providing professional, empathetic, and solutions-focused support throughout the customer lifecycle.
• Proactively engage customers to strengthen relationships, improve satisfaction, encourage repeat purchases, and enhance overall customer retention.
• Coordinate with internal teams, including Production, Sales, Marketing, and Operations, to resolve customer concerns and ensure a seamless customer experience.
• Maintain accurate records of customer interactions, orders, complaints, and resolutions within designated systems and platforms.
• Monitor and report on customer service and customer success metrics, including response times, resolution rates, customer satisfaction, and retention performance.
• Identify customer pain points and recommend process improvements to enhance service efficiency, customer experience, and operational effectiveness.
• Manage day-to-day customer support activities across e-commerce platforms, ensuring smooth order processing, fulfillment coordination, and delivery tracking.
• Monitor product listings, inventory updates, pricing accuracy, and overall platform performance to ensure an optimal online shopping experience.
• Analyze customer feedback, purchasing behavior, and engagement trends to identify opportunities for service improvements and revenue growth.
• Support the execution of digital campaigns, promotions, and product launches in collaboration with marketing and creative teams.
• Identify and escalate platform-related issues, coordinating with relevant stakeholders to ensure prompt resolution and minimal disruption to customers.
• Contribute to the development and refinement of customer service processes, engagement strategies, and customer success initiatives.

Requirements

• Bachelor's Degree, HND, or equivalent qualification.
• Minimum of 3 years' experience in Customer Service, Customer Success, or E-commerce Operations.
• Experience supporting customers through digital platforms and online sales channels.
• Familiarity with e-commerce platforms, order management systems, and customer relationship management (CRM) tools.
• Strong customer service orientation with the ability to manage challenging situations professionally.
• Excellent verbal and written communication skills.
• Strong problem-solving, organizational, and time management skills.
• Ability to manage multiple priorities and high volumes of customer interactions effectively.
• Proficiency in data tracking, reporting, and performance analysis.
• Strong attention to detail and commitment to delivering exceptional customer experiences.
• Ability to work collaboratively across cross-functional teams in a fast-paced environment.