Manage high-volume customer interactions via phone and WhatsApp to confirm and convert orders, follow up on deliveries, update CRM records, coordinate with delivery agents, track inventory and prepare daily performance reports. Handle enquiries, complaints, returns, and collect customer feedback while ensuring accurate order and logistics data.
Our client is a fast-growing Nigerian e-commerce company operating multiple consumer product brands.
They are seeking to hire a confident, target-driven, and organized Customer Sales Representative to manage high-volume customer interactions through phone calls and WhatsApp.
The ideal candidate will be responsible for confirming customer orders, converting interested customers into confirmed orders, following up on deliveries, maintaining accurate CRM records, and ensuring orders are successfully delivered.
Job Responsibilities
Customer Sales & Order Confirmation
- Contact customers promptly to confirm orders and follow up with unreachable customers.
- Engage undecided customers using product knowledge and consultative selling techniques.
- Convert customer interest into confirmed orders.
- Follow up with customers scheduled for delivery.
- Update customer and order statuses accurately in the CRM.
Customer Communication
- Respond promptly and professionally to customer enquiries, complaints, and repeat orders via WhatsApp.
- Capture orders received through WhatsApp and social media channels into the CRM.
- Maintain accurate product pricing information on WhatsApp Business.
- Collect and share relevant customer feedback and testimonials.
CRM & Order Management
- Maintain accurate records of customer interactions, orders, payment status, delivery status, and other relevant information.
- Ensure all required order details are completed and updated in the CRM.
- Monitor outstanding orders and ensure no customer remains unattended.
- Identify and escalate unusual customer patterns or data discrepancies.
Delivery & Agent Coordination
- Follow up with delivery agents on dispatched orders.
- Track outstanding deliveries and escalate unresolved issues promptly.
- Coordinate customer returns and replacements with the relevant teams.
- Record logistics and delivery-related information accurately.
- Use Google Maps where required to verify delivery distances and logistics costs.
Inventory & Reporting
- Monitor product availability and communicate potential stock shortages to the relevant team.
- Prepare daily reports covering calls made, orders confirmed, delivery follow-ups, and outstanding issues.
- Participate in team meetings and complete assigned follow-up actions.
Job Requirements
- 2–3 years of experience in sales, telesales, customer service, call centre operations, or e-commerce.
- Experience in Cash-on-Delivery (COD) e-commerce or a high-volume call centre environment is an advantage.
- Minimum qualification of OND.
- Strong verbal communication and telephone selling skills.
- Confident, persuasive, customer-focused, and target-driven.
- Experience using CRM systems and maintaining accurate customer records.
- Proficiency with WhatsApp Business and managing multiple customer conversations.
- Basic knowledge of Microsoft Excel or Google Sheets.
- Strong organisational and time-management skills.
- Ability to work independently in a remote environment.
- Must have a stable internet connection, functional smartphone, and suitable home workspace.
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