What we need is someone who....
- can talk to and engage customers on phone to confirm and schedule their orders (note that you are not marketing to them, just confirming the order they already placed).
- will be online 24/7 during their work hours, engaging customers and our dispatch riders.
- can work under little or no supervision and still get their job done well.
If that is you, we are looking for YOU.
Position Summary
The purpose of your role as the customer manager at Ivana is to provide our customers with an amazing and stress-free experience from the moment they place their order to the point where it is delivered to them.
You will call customers immediately they place their order for the exact product they wanted and also confirm when they are going to be available to receive the product.
Doing this will help satisfy our customers by delivering the right product to them at the exact time they want it delivered.
You will also attend to all customers on text by replying all messages sent to the brand's WhatsApp and Facebook every day.
You will also be responsible for sending out orders to our dispatch riders across the country as well as following up with them to make sure they deliver and deliver on time.
And finally, you will make posts on the brand's WhatsApp status. Posts which will be provided for you.
You’ll be accountable for these KPIs:
- Confirmation Rate: The percentage of customers you're able to confirm their order..
- Upsell Rate: The number of customers that you are able to convince to buy more products than they already ordered for.
- Delivery Rate: The number of customers that we are able to deliver to successfully. This is based on how well you are able to follow up with the dispatch riders and the customers during delivery.
- Resell Rate: The number of customers that has bought from us that you are able to convince to buy new products.
NOTE THAT EACH OF THESE KPIs ATTRACT EXTRA BONUSES APART FROM YOUR BASIC SALARY, BASED ON HOW WELL YOU ARE ABLE TO DO THEM.
(We’ll explain the KPIs to you if you don’t understand what it’s about)
You MUST be:
- Persuasive and good with words, with the ability to get people to do what you want.
- Experienced and matured, as you are going to be talking to different people with diverse attitude and personalities.
- Systems-oriented; as we have a system of how we do things. You can't do it the way you like, when you like. Whatever you think we should change has to be approved by the manager, not you.
- Mentally agile and be able to think on your feet as you will be handling several different scenarios based on each customer's preferences and needs.
- The capacity to work independently and collaboratively without compromising quality or accuracy and without being supervised.
- Be able to be online at all times during your work hour to attend to both customers and dispatch riders (we take pride in our swift response time and we expect you to uphold that legacy.
NOTE: This position is FULL-TIME and VIRTUAL. Meaning you can work from anywhere. But it also requires commitment to do the right things even when no one is looking.
Please DO NOT apply for this position:
- If you have NO experience or less than 6 months experience of working as a call representative or any other related role.
- If you don't like calls, this role is not for you. Don't apply.
- If you don't like chatting or don't like being online at all times, don't bother applying.
- If you like sleeping in the afternoon, just close this page now.
- If you have never worked in an online or offline working environment \ assisted customers online or offline.
- Can't stay online and reply messages within a minute or two of them dropping.
- Have no interest in books, courses, businesses and personal growth.
If you’re not in these categories above, then please continue reading…
Qualifications:
At Ivana Luxora, we value work ethic, teachability, positive attitude, and experience over your degree (or lack thereof), GPA, etc.
Have you delivered results in a similar role in the past? If so, that’s what we’re looking for… we’re not interested in your school degree - we’re interested in your results.
That being said, feel free to apply even if you don’t “tick the boxes” below. Just be sure to mention that in your application + why we should consider you.
Required:
- Intelligence and and ability to get things done. We won't babysit you to do what you have to do when you have to do it.
- Experience communicating with upwards of 20+ customers per day online (mainly, social media).
- Ability to use your initiative when you have to - thinking on your feet to solve quick problems as they comes.
- Energy. Energy. Energy.
- Integrity, self-awareness and adaptability. You must be able to adapt and fast.
- You must be willing to learn, take courses and improve yourself while you work cos we are going to be putting under trainings.
- Have experience using Google Drive, Email, Google Docs, Google Meet and Google Sheets and Excel).
Preferred:
- At least 1 year experience in Customer Service or any other related role.
- Experience in an online business environment while dealing with prospects, leads and clients.
Aside from your basic salary, working with Ivana also comes with the following benefits:
- Work remotely: save over N60K+ per month in transportation costs.
- Participation in the company team profit/bonus share.
- You also get personal bonuses and gifts for doing exceptional work with our staff bonus system.
- An unparalleled personal and professional growth where you will learn from the best and grow like nowhere else.
- An opportunity to be part of a highly professional, creative and dynamic team working around the country.
- Access to hundreds of books, courses, tools and training to help you get better at your job (Budget is allocated by the company every month that MUST be invested in knowledge & tools)
- Fast-paced, challenging and unique problems to solve every day.
- Opportunity to work with bright minds and grow your career without climbing broken traditional work ladders that leads to no way.
Your Growth Is Guaranteed!
About Ivana Luxora Limited:
Ivana Luxora, a fast growing e-commerce wristwatch brand that specializes in luxury wristwatches.
We serve premium customers and sometimes we serve up to 20 - 30 of them everyday via our social media, a number that is growing very fast.
In plain terms, we sell wristwatches online but our watches are the luxury type which are typically more expensive than the normal watches and that means that we sell to people who carry.
We are currently doing about 20 - 30 orders every day, and our target is to grow that number to at least 100 before the end of this year.
If you hired, you are going to be one important part of a team of rockstars on their way to take over the wristwatch industry in Nigeria and Africa.
Fill the form below to get started.