Pack ‘N’ Pay is a product of CIC Integrated Services Limited. CIC was created as a wholesale store that supplies food to offshore catering companies to feed the offshore workers. Pack ’N’ Pay was created as a product that would leverage technology to solve the problems of retailers and wholesalers. Pack ‘N’ Pay officially started operations on January 18th 2021 and launched her e-commerce website on March 1st 2021.
We are recruiting to fill the position below:
Job Title: Relationship Manager
Location: Port Harcourt, Rivers
Employment Type: Full-time
Job Summary
- We are seeking a proactive and customer-focused Relationship Manager to manage customer interactions, drive engagement, and increase repeat sales for PNP Lite.
- The ideal candidate will serve as the key point of contact for customers, ensuring a seamless experience from order placement to delivery, while also driving customer retention and business growth.
Key Responsibilities
Customer Experience & Support:
- Serve as the primary point of contact via WhatsApp, phone, and digital channels
- Respond promptly to customer inquiries, complaints, and order-related issues
- Provide clear communication on pricing, delivery timelines, and order status
- Resolve customer issues efficiently while maintaining a positive experience.
Order Management & Coordination:
- Confirm customer orders accurately before processing
- Coordinate with operations and logistics teams to ensure timely delivery
- Follow up on completed deliveries to confirm customer satisfaction
- Escalate delivery or stock-related issues promptly
- Ensure all customer interactions and orders are properly documented.
Customer Engagement & Growth:
- Build and maintain strong relationships with customers across all segments
- Track customer preferences, buying patterns, and feedback
- Proactively engage customers to encourage repeat purchases
- Execute reorder reminders and customer engagement campaigns
- Promote bundles, loyalty credits, and referral initiatives
- Identify opportunities to increase order frequency and average order value.
Community & Retention:
- Manage and engage customer communities (e.g., WhatsApp groups)
- Support onboarding of new and partner-channel customers
- Ensure a smooth and consistent customer experience across all touchpoints
- Collect testimonials and customer feedback.
Reporting & Insights:
- Maintain accurate and up-to-date customer records in CRM
- Track daily and weekly customer service metrics
- Report on customer satisfaction, complaints, and recurring issues
- Provide insights to improve service delivery and customer experience.
Requirements
- 2–3 years experience in customer service, relationship management, or sales
- Strong communication and interpersonal skills
- High level of organization and attention to detail
- Ability to multitask and work in a fast-paced environment
- Customer-focused with a proactive and problem-solving mindset
- Experience with CRM tools is an added advantage.
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should send their cv to: hr@packnpay.com.ng using “Relationship Manager – PNP Lite” as the subject of the mail.