Salary: 100,000
Location: Lagos, Nigeria (On-site)
Industry: Fashion (Retail & Wholesale)
Employment Type: Full-Time
Work Schedule: Monday to Saturday, with 2 scheduled days off per week
Reports To: Retail Store Supervisor
Job Summary:
The Customer Service Representative is the first point of contact for customers, responsible for handling inquiries, resolving issues, and managing communication across various platforms. This role plays a key part in building strong relationships with customers through WhatsApp groups, Instagram, email, and in-person service driving loyalty and repeat business in a fast-paced fashion environment.
Key Responsibilities:
• Respond promptly and professionally to customer inquiries via WhatsApp, phone, social media DMs, and in-store.
• Manage and engage customer groups (e.g., WhatsApp, email lists) by sharing updates, promotions, and service reminders.
• Follow up on purchases to gather feedback and encourage repeat business.
• Coordinate with sales, delivery, and inventory teams to resolve customer complaints and ensure timely service.
• Keep detailed records of customer interactions, issues, resolutions, and feedback.
• Track recurring issues and escalate them when necessary to improve internal processes.
• Support the processing and tracking of online orders, ensuring customers are updated throughout the delivery cycle.
• Foster strong customer relationships to improve retention, referrals, and brand loyalty.
Requirements:
• OND/HND/BSc in Customer Service, Mass Communication, or related field.
• 1–2 years’ experience in a customer-facing role (experience in fashion or retail is an added advantage).
• Excellent written and verbal communication skills.
• Empathetic, calm, and solution-oriented approach.
• Familiarity with WhatsApp Business, Instagram, and customer service best practices.
• Highly organized, responsive, and proactive in follow-ups.
• Ability to work independently and collaborate with internal teams.
