Customer Service Representative at Catalyst Path Consulting – Jabi, Abuja

Catalyst Path Consulting is recruiting a full-time Customer Service Representative for an on-site position in Jabi, Abuja.

The representative will serve as a first contact for retail customers, providing accurate information, assistance and complaint resolution. The role reports to the Customer Service Supervisor or Store Manager.

Responsibilities

• Welcome customers, answer questions about products, prices, stock and promotions, and help them make informed buying decisions.
• Investigate complaints, handle difficult interactions patiently, escalate complex issues and follow up on resolutions.
• Respond through phone, email, WhatsApp and approved service channels.
• Work with sales, store and operations teams to resolve concerns and share relevant updates.
• Maintain accurate customer records, document recurring feedback and prepare daily or weekly reports.
• Protect confidential customer information and comply with service standards and company procedures.
• Identify service improvements and support additional supervisor-assigned duties.

Performance measures

• Customer satisfaction, retention and quality of service.
• Speed of enquiry responses and complaint resolution.
• Accuracy of information, documentation and compliance with service standards.
• Punctuality, attendance and professionalism.

Qualifications and requirements

• OND, HND or bachelor’s degree in Business Administration, Marketing, Mass Communication or a related field.
• One to three years in customer service or customer relations; retail or hospitality experience is an advantage.
• Basic Microsoft Office and computer skills; POS, CRM and customer communication platform experience is an added advantage.
• Excellent communication, listening, relationship management, empathy, problem-solving and conflict-resolution skills.
• Professional appearance, strong organisation, attention to detail, time management and effective teamwork.
• Ability to manage competing tasks in a fast-paced environment and work independently.
• Readiness for on-site shifts in Abuja, including weekends and public holidays when required.