Role Overview
The organization is looking for a Customer Service Expert / Team Lead who can deliver exceptional customer experiences, close sales, and lead a small team to hit targets.
This role is for someone who understands that great service drives revenue and isn't afraid to implement marketing strategies to get results.
Key Responsibilities
Own the Customer Experience: Handle inquiries, complaints, and orders across phone, WhatsApp, email, and social media with professionalism and speed.
Drive Sales: Identify upsell and cross-sell opportunities, handle objections, and close sales while keeping the customer first.
Implement Marketing Strategies: Execute campaigns, promotions, and follow-up sequences to convert leads and retain customers.
Lead & Support the Team: Guide junior staff, set daily targets, monitor performance, and ensure consistency in service standards.
Analyze & Improve: Track key metrics like response time, conversion rate, and CSAT. Spot recurring issues and propose solutions.
Represent the Brand: Be a product expert on bespoke clothing and leather goods, and communicate the brand's value clearly to customers.
What We're Looking For
Experience: 3+ years of experience in customer service, sales, or a client-facing role. Team lead experience is a plus.
Sales Capabilities: Proven ability to close sales and handle objections confidently.
Marketing Execution: Hands-on experience implementing marketing strategies, campaigns, or sales scripts.
Languages: Excellent communication skills in English. Knowledge of Yoruba or Igbo is an advantage.
Technical Skills: Strong organizational skills and comfort using CRM tools, WhatsApp Business, and basic spreadsheets.
Mindset & Passions: A proactive, problem-solving mindset with attention to detail, alongside a passion for fashion, luxury goods, and African culture.