Job Title: Customer Success Officer

Industry: Fashion

Salary: N100,000

Location: Lekki phase 1

We are seeking a passionate and customer-focused individual to join our team as a Fashion Customer Success Officer. In this role, you will be responsible for ensuring an exceptional customer experience by providing personalized support, resolving inquiries, and fostering long-term relationships with our valued customers.

Key Responsibilities:

1. Customer Engagement: Proactively engage with customers through various channels including email, phone calls, live chat, and social media to address inquiries, provide product information, and offer styling advice.
2. Order Management: Assist customers with order placement, tracking, and processing returns or exchanges, ensuring a seamless shopping experience from start to finish.
3. Problem Resolution: Effectively troubleshoot and resolve customer issues and concerns, demonstrating empathy and professionalism in every interaction.
4. Product Knowledge: Develop a deep understanding of our product offerings, features, and benefits to accurately assist customers and make personalized recommendations based on their preferences.
5. Feedback Collection: Gather feedback from customers regarding their shopping experience, product satisfaction, and areas for improvement, and communicate insights to relevant internal teams.
6. Customer Advocacy: Serve as a dedicated advocate for our customers, championing their needs and feedback within the organization to drive continuous improvement and innovation.
7. Relationship Building: Cultivate strong relationships with customers to enhance brand loyalty and encourage repeat purchases, utilizing customer relationship management (CRM) tools to track interactions and preferences.
8. Collaboration: Collaborate cross-functionally with internal teams including Marketing, Sales, and Product Development to ensure alignment on customer needs and optimize the overall customer experience.

Qualifications:

• Bachelor’s degree in Fashion Merchandising, Marketing, Business Administration, or a related field.
• Proven experience in customer service, preferably within the fashion industry.
• Exceptional communication skills with a friendly and approachable demeanor.
• Strong problem-solving abilities and the ability to remain calm under pressure.
• Passion for fashion and a keen eye for style trends.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Genuine commitment to providing outstanding customer service and exceeding customer expectations.