Customer Service Representative at FMR AGENCY

Role Overview


The Customer Service Representative will serve as the primary point of contact for customers at the Lekki store and across digital platforms including WhatsApp, phone calls, and Instagram.
The role involves managing bookings, handling enquiries, resolving customer issues, and supporting sales through effective service recommendations.


Key Responsibilities
Customer Interaction:


Welcome and attend to walk-in customers with professionalism and warmth
Respond promptly to customer enquiries via WhatsApp, phone, and Instagram
Provide accurate information about services, pricing, turnaround times, and care products
Build strong customer relationships that encourage repeat visits and referrals


Bookings & Order Management:


Accurately manage and log all walk-in and online bookings
Track order status and proactively update customers on their shoes' progress
Liaise with the Yaba branch regarding shared orders, transfers, and updates
Maintain accurate customer records and job logs


Sales & Upselling:


Recommend services and products based on customers' specific needs
Upsell premium treatments, packages, and care products
Support monthly sales targets by converting enquiries into confirmed bookings


Complaint Resolution:


Handle customer complaints with empathy and professionalism
Resolve issues promptly or escalate where necessary
Follow up with customers to ensure satisfaction
Report recurring complaints to improve service quality


Requirements


Candidates should possess an OND / Bachelor's Degree with 2 - 3 years of experience in customer service, retail, or hospitality.
Strong verbal and written communication skills in English
Professional, calm, and customer-focused
Highly organized with the ability to manage multiple enquiries simultaneously
Comfortable managing communication across WhatsApp, Instagram, and phone
Interest in sneakers, fashion, or lifestyle brands is an added advantage
Honest, reliable, and proactive in handling responsibilities.