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.

SportsWorld, operated by Fitness & Sports Solutions Limited is an established retailer of fitness and sporting equipment, accessories and apparel.

We are recruiting to fill the position below:

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.

• 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.

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. Note: Only shortlisted candidates will be contacted.

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