Customer Service Representative at Bravies Homz Limited – Abuja, Federal Capital Territory

Bravies Homz Limited is recruiting a full-time Customer Service Representative in Abuja to handle customer enquiries, complaints and service follow-up across telephone, email and digital channels.

• The Customer Service Representative is responsible for providing excellent customer support, responding to enquiries, resolving complaints, and ensuring customer satisfaction.
• The successful candidate must be patient, empathetic, solution-oriented, and capable of communicating effectively across telephone, email, messaging platforms, and other approved customer service channels.

Key Responsibilities

• Respond promptly and professionally to customer enquiries through calls, emails, WhatsApp, social media, and other approved channels.
• Provide accurate information about the company’s products, services, prices, and policies.
• Handle customer complaints, identify the root causes of problems, and provide appropriate solutions.
• Escalate complex complaints and unresolved issues to the relevant departments or management.
• Maintain accurate records of customer interactions, complaints, feedback, and resolutions.
• Follow up with customers to confirm that their concerns have been resolved.
• Process customer requests, orders, bookings, or service enquiries where applicable.
• Identify recurring customer concerns and recommend improvements to service delivery.
• Maintain a professional, friendly, and customer-focused attitude at all times.
• Protect customer information and maintain confidentiality.
• Work with sales, operations, and other departments to resolve customer issues.
• Meet established customer service targets and service standards.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings.
• Average response and resolution times.
• Number of complaints resolved successfully.
• Customer feedback and service quality.
• Accuracy of customer records.
• Compliance with customer service standards.
• Customer retention and repeat business, where applicable.

Qualifications and Experience

• Minimum of an OND or HND in Business Administration, Mass Communication, Marketing, or a related discipline.
• At least 1–3 years of experience in customer service, call centre operations, or customer relations is an advantage.
• Experience using customer relationship management (CRM) software is an added advantage.
• Strong written and spoken communication skills.

Required Skills and Competencies

• Excellent communication and listening skills.
• Patience, empathy, and emotional intelligence.
• Problem-solving and conflict-resolution abilities.
• Good telephone etiquette.
• Ability to manage multiple customer requests.
• Computer literacy and accurate record-keeping.
• Ability to work under pressure.
• Strong teamwork and interpersonal skills.