Job Summary
- The Customer Service Representatives will be responsible for managing customer interactions across multiple digital channels, including WhatsApp, Instagram, TikTok, Facebook, and other online platforms.
- The ideal candidates will respond promptly to customer inquiries, guide customers through the purchase process, manage orders, provide product recommendations, and ensure a seamless customer experience from inquiry to delivery.
- This role is critical to ensuring that no sales opportunities are missed and that customers receive timely, professional, and accurate support.
Qualifications
Customer Engagement & Support:
- Respond promptly to customer inquiries across all assigned communication channels.
- Provide accurate information about products, pricing, availability, promotions, and delivery timelines.
- Assist customers with product selection, sizing, colours, styling recommendations, and order placement.
- Follow up with customers who have shown interest in products but have not completed purchases.
- Handle customer complaints, concerns, and escalations professionally and efficiently.
- Maintain a positive brand image through all customer interactions.
Sales Support & Conversion:
- Convert customer inquiries into sales opportunities.
- Follow up on abandoned carts, pending orders, and prospective customers.
- Recommend complementary products and upsell where appropriate.
- Monitor customer conversations and proactively encourage order completion.
- Support sales campaigns and promotional activities across social media channels.
Order Management:
- Process customer orders accurately and efficiently.
- Verify customer information before order fulfillment.
- Track customer orders and provide timely updates.
- Coordinate with inventory and operations teams regarding product availability.
- Assist customers with exchanges, returns, and order modifications where applicable.
Social Media Customer Management:
- Monitor assigned social media platforms for customer inquiries and comments.
- Respond to direct messages, comments, mentions, and customer feedback promptly.
- Escalate technical issues, complaints, or unusual requests when necessary.
- Ensure customer conversations are managed consistently across all channels.
Product Knowledge:
- Develop and maintain strong knowledge of companies products.
- Understand product specifications, materials, colours, sizes, and styling options.
- Participate in onboarding and product training sessions.
- Stay informed about new arrivals, promotions, and seasonal collections.
Customer Data & Reporting:
- Maintain accurate customer records and conversation history.
- Track customer feedback and recurring issues.
- Generate daily and weekly reports on:
Customer inquiries:
- Sales conversions
- Pending orders
- Customer complaints
- Follow-up activities
- Identify trends and recommend improvements to customer experience processes.
Team Collaboration:
- Work closely with the sales, operations, inventory, and management teams.
- Communicate customer feedback and recurring concerns to management.
- Participate in team meetings, training sessions, and performance reviews.
Key Performance Indicators KPIs
The Customer Service Representative will be measured on:
- Response time to customer inquiries
- Customer satisfaction ratings
- Number of inquiries converted to sales
- Order accuracy rate
- Customer retention rate
- Follow-up completion rate
- Resolution time for customer complaints
- Daily and weekly activity reporting compliance
Requirements Education
- Minimum of OND, HND, or Bachelor's Degree in any discipline.
Experience:
- Minimum of 1–3 years experience in Customer Service, Sales Support, E-commerce, Retail, or Fashion.
- Experience managing customers through social media platforms is highly preferred.
- Experience in a fashion, beauty, lifestyle, or retail business is an advantage.
Skills & Competencies:
- Excellent verbal and written communication skills.
- Strong customer relationship management skills.
- Sales-minded with the ability to persuade and convert inquiries into purchases.
- Strong multitasking and organizational abilities.
- Ability to work independently and remotely when required.
- High level of professionalism and emotional intelligence.
- Attention to detail and accuracy.
- Problem-solving and conflict resolution skills.
- Proficiency in WhatsApp Business, Instagram, TikTok, Facebook, and basic productivity tools.
Work Arrangement:
- First two weeks of employment will be fully onsite for training and product immersion.
- Employees may be required to attend onsite shifts based on operational needs.
- Work schedules and onsite requirements will be communicated by management.
What Success Looks Like At:
- Customer inquiries are responded to quickly.
- No sales opportunity is missed.
- Customers receive excellent service throughout their journey.
- Complaints are resolved professionally.
- Customer satisfaction remains high.
- The business consistently converts engagement into revenue growth.
