Customer Service Representative at Domeo Resources International

Location: Lagos
Reports to: Manager
Employment Type: Full-time

About Domeo Resources International
Domeo Resources International (DRI) delivers HR and management consultancy solutions that help organisations diagnose problems, design improvement plans, and monitor outcomes. The company values service excellence, innovation, and measurable performance improvements.

Role Overview

The Customer Service Representative will be the first point of contact for customers. You will handle inquiries across phone, email, live chat, and in-person channels. The role focuses on delivering timely, accurate information, resolving issues, and maintaining records in the CRM to drive customer satisfaction and retention.

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, and face-to-face.
• Provide accurate product, pricing, policy, and process information.
• Record customer interactions and follow up using the CRM system.
• Investigate and resolve complaints; escalate complex issues to the Manager.
• Work with sales, logistics, and operations to address delivery, returns, and availability concerns.
• Support customer retention initiatives, including feedback collection and follow-ups.
• Prepare routine reports on common issues and service performance metrics.
• Participate in quality assurance and training to maintain service standards.

Qualifications & Experience

• Degree in Business Administration, Communication, Hospitality, Marketing, or related field (preferred).
• 1–2 years’ experience in a call centre, retail, or hospitality customer-facing role.
• Familiarity with CRM systems and customer service tools.
• Strong verbal and written communication skills and active listening ability.
• Good problem-solving, conflict resolution, and decision-making skills.
• Patience, empathy, and a customer-first mindset.
• Strong organizational skills and ability to multitask.

Application Details

Application Deadline: 31st October, 2025

How to Apply: Interested and qualified candidates should send their CV and cover letter to: recruitment@domeoresources.org using “Customer Service Representative” as the subject of the email. Note: Only shortlisted candidates will be contacted.

Sample CV

Sample Cover Letter

Sample Motivation Statement

Sample Application Email

Interview Preparation Guide

Role-specific Questions (8–12)

• How do you handle an angry or upset customer who demands a refund?
• Give an example of a time you resolved a complex order or delivery issue.
• Which CRM systems have you used and how do you ensure accurate logging?
• How do you prioritise multiple customer requests during peak times?
• Explain a time you worked with logistics or sales to solve a customer problem.
• How do you measure whether a customer interaction was successful?
• Describe your process for following up on unresolved customer cases.
• How would you promote repeat business through customer service?

General Interview Questions (5–7)

• Tell us about yourself and your customer service experience.
• Why do you want to work for Domeo Resources International?
• What are your strengths and areas for improvement?
• Describe a challenge at work and how you handled it.
• Where do you see yourself in two years?

Suggested Answers — Talking Points

• Use the STAR method: Situation, Task, Action, Result. Give concise, outcome-focused examples.
• Highlight measurable results: reduced response time, first-contact resolution rates, or customer satisfaction improvements.
• Emphasize empathy, active listening, and clear communication as core strengths.
• Show familiarity with CRM tools and describe how you keep records current and accurate.
• Demonstrate teamwork: describe working with other departments to resolve customer issues.

Do’s & Don’ts (6–8 each)

• Do: Research Domeo Resources and their consultancy focus before the interview.
• Do: Prepare specific examples of customer wins and problem resolution.
• Do: Bring printed copies of your CV and any performance metrics.
• Do: Demonstrate calmness and empathy in your answers.
• Do: Ask thoughtful questions about training, tools, and team structure.
• Do: Follow up with a polite thank-you email after the interview.
• Don’t: Criticize past employers or colleagues.
• Don’t: Exaggerate numbers or invent achievements.
• Don’t: Use jargon without explaining how it helped customers.
• Don’t: Interrupt the interviewer or appear distracted.

Preparation Checklist

• Update CV and tailor cover letter to Domeo’s consultancy services.
• Prepare 3–4 STAR examples of problem resolution.
• Review basic CRM concepts and any platforms you’ve used.
• Check travel time and arrive 10–15 minutes early.
• Dress in neat, professional attire and bring identification documents.
• Have questions ready about performance metrics and training.

Extra Pro Tips

• Quantify your impact: mention percentages or numbers where possible.
• Role-play difficult-customer scenarios with a friend to sharpen responses.
• Keep responses concise — aim for 45–90 seconds per answer.
• Mirror professional tone and energy of the interviewer while staying authentic.

Tips to Work With — Customer Service Representative

1. Overview

The Customer Service Representative handles direct customer contact to resolve inquiries, process orders, and maintain satisfaction. Core responsibilities include responding across channels, logging interactions in CRM, resolving complaints, and coordinating with internal teams to achieve timely solutions. This role is central to customer retention and brand reputation.

2. Step-by-Step Process (Workflow)

Text-based flow:

• Receive inquiry (phone/email/chat)
• Verify customer identity and account details
• Diagnose issue or request
• Provide solution or escalate to relevant team
• Log interaction and follow-up tasks in CRM
• Confirm resolution with customer and close ticket
• Report trends or recurring issues to management

Tools commonly used: CRM software, email client, live chat platform, knowledge base, and MS Excel for reporting.

3. Illustrative Example (Problem → Solution)

Problem: Customer reports an urgent delivery delay and is threatening to cancel the order.
Solution: Representative checks delivery status in CRM, contacts logistics to confirm ETA, offers a goodwill gesture (discount on next order), and updates the customer within one hour. The customer stays and the issue is logged for process improvement.

4. Learning & Resources

• Free/Intro Course: Customer Service Fundamentals — Coursera
• Professional Certificate: Customer Service Masterclass — Udemy
• Advanced Option: Business & Management degrees (various universities)

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