Customer Service Representative / Online Sales & Order Coordinator

SportsWorld, an established retailer of fitness and sporting equipment, accessories and apparel, is seeking a professional, organised and customer-focused Customer Service Representative / Online Sales & Order Coordinator to join our team.

Job Summary:

• SportsWorld, an established retailer of fitness and sporting equipment, accessories and apparel, is seeking a professional, organised and customer-focused Customer Service Representative / Online Sales & Order Coordinator to join our team.
• The ideal candidate should have excellent communication and interpersonal skills, a professional approach to customer service and the ability to efficiently manage customer enquiries, orders, complaints, deliveries and customer records across our digital communication channels.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries received through Instagram, WhatsApp, Google Business Profile and other online communication channels.
• Assist customers with product information, availability, pricing and purchasing decisions.
• Receive, process and accurately document customer orders placed through online messaging and communication platforms.
• Confirm order details, payment status and delivery information before processing orders.
• Coordinate with the sales, inventory and logistics teams to ensure timely order fulfilment and delivery.
• Arrange and monitor deliveries, providing customers with regular updates on their order status.
• Handle customer complaints, returns and service-related issues professionally, ensuring timely resolution.
• Follow up on customer enquiries, pending orders and deliveries to ensure customer satisfaction.
• Build, maintain and regularly update an organised customer database, ensuring accurate records of customer contact details, enquiries, purchases and order history.
• Use customer records to support follow-ups, repeat purchases, customer retention and targeted promotional campaigns, in accordance with company policies and applicable data protection requirements.
• Maintain accurate records of customer interactions, orders, payments, complaints and delivery arrangements.
• Identify opportunities to convert customer enquiries into sales through effective communication and follow-up.
• Escalate unresolved complaints or operational issues to the appropriate department or management.
• Maintain a high standard of customer service while representing the SportsWorld brand professionally.

Experience: 2 years

• B.Sc. or HND from a recognised institution with a minimum of 2 years of relevant work experience in customer service, online sales, order processing or a related role.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, patience and the ability to handle difficult customers professionally.
• Proficiency in WhatsApp Business, Instagram, Google Business Profile and other digital communication platforms.
• Good computer literacy, including Microsoft Excel or Google Sheets, and the ability to maintain accurate digital records.
• Strong organisational skills and attention to detail.
• Ability to multitask, prioritise enquiries and manage several customer orders simultaneously.
• Good problem-solving skills and the ability to work independently.
• A proactive, responsible and customer-focused attitude.
• Experience in retail, e-commerce, customer database management or logistics coordination is an added advantage.

Minimum qualification: BA/BSc/HND

How to apply Interested and qualified candidates should send their CV, highlighting relevant experience in customer service, online sales, order management or delivery coordination to: (see Apply by email) using the Job Title as the subject of the email.

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