• Application Deadline: Sat, 10 Aug 2024 00:00:00 GMT
• Position: Customer Experience/Online Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦100,000 - ₦150,000/month
  

Salary: N150,000

Our Client is a fashion house specializing in designing and creating luxury custom dresses.

The Customer Experience/Online Associate will play a key role in providing excellent customer service and support to our online customers, ensuring a seamless and enjoyable experience.

Responsibilities:

• Respond to customer inquiries and complaints via email, phone, and chat professionally and courteously.


• Provide information about products, services, and orders to customers.


• Process returns and exchanges, ensuring customer satisfaction.


• Maintain a high level of product knowledge to assist customers effectively.


• Track and report on customer feedback and issues to improve the overall customer experience.


• Interact with followers, reposting content, responding to comments and messages, and fostering meaningful conversations to build relationships.


• Represent the Company positively and professionally on all platforms.


• Ensure all communication aligns with Company’s brand voice and values.


• Collaborate with other team members to ensure a cohesive brand image.


• Work closely with the marketing and sales teams to align customer service and social media efforts with overall brand goals.


• Prepare reports on customer service metrics and social media performance for review by management.


• Process customer orders, ensuring accurate picking, packing, and shipping of products.


• Coordinate with courier services and shipping partners for timely and cost-effective delivery of orders.


• Handle order tracking and provide updates to customers and the customer service team.


• Manage the logistics of returns and exchanges, including receiving returned items, processing refunds or exchanges, and restocking items.


• Maintain accurate records of inventory levels, shipments, and returns.


• Analyze logistics data to identify trends, inefficiencies, and areas for improvement in the supply chain.


• Ensure compliance with shipping regulations, customs requirements, and import/export laws.

Person Specification

• BSc in Public Relations, Mass Communication, or a related field.


• Strong knowledge of quality control standards and procedures.


• Excellent negotiation, communication, and interpersonal skills.


• Proficiency in Microsoft Office Suite and familiarity with inventory management software.


• Detail-oriented with strong analytical and problem-solving skills.


• Excellent customer service skills.


• Strong analytical and problem-solving skills, with the ability to identify issues, analyze causes, and implement effective solutions.


• Excellent communication skills, both verbal and written, with the ability to communicate effectively.


• Ability to work independently with minimal supervision and collaborate effectively in a team environment.


• Commitment to upholding high standards of quality, integrity, and professionalism in all aspects of work.