CUSTOMER SERVICE OFFICER at Machine and… · Abuja

The Customer Service Officer is the first point of contact for customers, handling enquiries, orders, complaints and after-sales follow-up. The role makes every customer experience prompt, accurate and courteous, and keeps orders moving smoothly between customers, Sales, Operations and Finance.

Key responsibilities

• Receive and respond to customer enquiries by phone, email, WhatsApp, social media, the online store and walk-in visits.

• Take, confirm and log orders accurately, including product type, cuts, weights, pricing, delivery dates and payment terms.

• Share accurate information on products, prices, availability, storage, cold-chain handling and delivery options.

• Track orders from confirmation through processing and dispatch, and keep customers updated on status.

• Coordinate with Operations, Logistics and Finance on order fulfilment, invoicing, payment confirmation and delivery.

• Receive, log and resolve complaints within agreed timelines, escalating quality or product issues to the right team.

• Handle returns, replacements and credit notes in line with company policy.

• Maintain an up-to-date customer database and record every interaction.

• Follow up after delivery to confirm satisfaction and capture feedback for improvement.

• Support Marketing with customer retention activities, promotions and customer surveys.

• Prepare weekly reports on enquiries, orders, complaints and resolution times.

Requirements

• OND/HND/B.Sc. in Business Administration, Marketing, Mass Communication, Food Science or a related field.

• 2–3 years' customer service experience, preferably in food, FMCG, retail, hospitality or e-commerce.

• Experience with CRM, order management or point-of-sale systems is an advantage.

Skills and competencies

• Excellent spoken and written communication and listening skills.

• Friendly, patient and professional, including with difficult customers.

• Strong organisation, follow-up and attention to detail.

• Proficiency in MS Office, email and social media platforms.

• Problem-solving and teamwork.

• Knowledge of Hausa, Yoruba, Igbo or other Nigerian languages is an advantage.

• Willingness to work flexible hours, including some weekends.

Work Location: In person