Job Summary
The Customer Service Officer will be responsible for delivering a seamless and engaging customer experience across both in-store and digital channels.
The role holder will serve walk-in customers, manage WhatsApp and other online engagements, and work closely with the E-commerce team to ensure prompt response to enquiries, order processing, and customer satisfaction.
Key Responsibilities
Provide excellent customer service to walk-in customers by assisting with product enquiries, purchases, and after-sales support.
Manage and respond promptly to customer interactions via WhatsApp, social media, and other online platforms.
Collaborate with the E-commerce team to process online orders, track deliveries, and resolve customer complaints.
Maintain accurate records of customer enquiries, feedback, and resolutions for service improvement.
Support omnichannel sales by converting online enquiries into store visits or completed purchases.
Handle customer complaints professionally and escalate complex issues when necessary.
Ensure timely follow-up with customers to enhance loyalty and repeat patronage.
Maintain a professional brand tone and consistency in all customer communications.
Assist with product knowledge updates to provide accurate information to customers across channels.
Support store operations during peak periods and promotional campaigns.
Requirements
Minimum of OND / HND / Bachelor's Degree in Business Administration, Marketing, or related fields
3 years' experience in customer service in banking, retail, or other client facing role(fashion retail experience is an added advantage).
Strong communication and interpersonal skills.
Proficiency in WhatsApp Business, social media platforms, and basic e-commerce tools.
Customer-centric mindset with strong problem-solving ability.
Good attention to detail and responsiveness to enquiries.