Food Concepts PLC is a leading food service company in West Africa, best known for operating Chicken Republic, one of Nigeria’s most popular quick-service restaurant chains. Established in 2001, the company focuses on providing high-quality, affordable meals through its brands, which also include PieXpress and other food ventures. With a strong emphasis on innovation, customer satisfaction, and expansion, Food Concepts PLC continues to grow its footprint across Nigeria and beyond.
Prsently, theres an ongoing recruitment for the Entry Level Jobs at Chicken Republic – Food Concepts. Check out below for offers, specifications and other details.
Customer Service Officer
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos, Nigeria.
Job Description:
- Stay friendly, professional, and understanding when talking to customers.
- Answer customer questions quickly.
- Talk to customers using phone, email, or chat.
- Listen to customer complaints and solve their problems.
- Process orders, forms, and requests.
- Keep records of customer conversations, transactions, and feedback.
- Work with team members when needed.
- Share ideas to improve customer service.
- Maintain customer account details and organize documents.
- Follow all rules set by government agencies related to the department.
Key Performance Indicators
- First Response Time
- Average Resolution Time
- Customer Retention Rate
- Quality of the internal administrative processes/procedures
Qualifications and Requirements:
- Understanding of customer service processes and best practices.
- Ability to use Microsoft Office tools like Word and Excel.
- Familiarity with CRM software.
- Basic knowledge of health and safety regulations.
- Strong communication and people skills.
Job Specifications
- Minimum of BSc. /HND required
- Membership of ICSN or any other related professional degree is an added advantage.
- Minimum of 1- 3 years’ experience in a similar role is required
Decision Expectations
- Ensure all customer queries and requests are attended to
- Monitors compliance with all rules and regulations in the organization as regards safety and facility utilization
Customer Service Associate
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos| Nigeria. See other Jobs in Lagos
- Category: Customer Care Jobs | FMCG Jobs
Job Descriptions
- Manage Daily Operations: Make sure the customer service team handles calls and messages quickly and professionally. Monitor response times and overall service quality.
- Lead the Team: Organize team meetings, assign tasks, and support team members to keep work balanced and efficient.
- Handle Customer Issues: Guide the team in resolving customer questions and complaints. Keep proper records and help solve complex problems.
- Ensure Service Standards: Check that response times and service levels meet company goals. Find and fix any issues slowing down customer service.
- Improve Customer Satisfaction: Monitor customer feedback, analyze complaints, and make sure follow-ups are handled properly.
- Track and Manage Cases: Oversee follow-ups on customer issues to ensure they are fully resolved and keep customers updated.
- Analyze and Report Performance: Prepare reports on customer service performance, trends, and areas for improvement. Share insights with management.
- Check Quality and Improve Service: Review customer interactions, give feedback to the team, and suggest better ways to serve customers.
- Work with Other Departments: Collaborate with different teams to solve customer problems and improve overall service processes.
- Train and Develop Staff: Identify training needs, organize learning sessions, and ensure the team stays updated on products, services, and processes.
Key Performance Indicators
- First Call Resolution (FCR): Percentage of customer queries resolved in the first contact.
- Average Handling Time (AHT): The average time taken to handle a customer query or complaint.
- Customer Satisfaction (CSAT) Score: Customers’ Average satisfaction rating after interacting with the contact centre.
- Service Level Agreement (SLA) Compliance: Percentage of queries and complaints resolved within the agreed SLA timeframes.
- Complaint Resolution Rate: Percentage of complaints resolved out of the total received.
- Quality Assurance Scores:
- Ratings based on quality audits of customer interactions handled by the team.
- Contact Center Efficiency:
- Metrics such as call abandonment rate, call volume, and wait time
Qualifications and Requirements:
- Knowledge of Customer Service procedures and processes in line with industry’s best standards
- Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
- Knowledge of CRM software
- Knowledge of Health & Safety Regulation
- Demonstrates good interpersonal and communication skills
Job Specifications
- Minimum of BSc. /HND required
- Membership of ICSN or any other related professional degree is an added advantage.
- Minimum of 3-5 years’ experience in a similar role is required
