Customer Service Representative (Fashion & E-commerce) at Khadasha Innovations Africa

Khadasha Africa is a pioneering organization committed to driving organizational success and economic growth across the African continent. We are building pathways for businesses to access global opportunities. We are an innovation-driven company focused on business support, and opportunity access, helping startups, SMEs connect with the resources they need to grow and compete globally.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Fashion & E-commerce)

Location:  Lagos
Employment Type: Full-time

Job Summary

• The Customer Service Representatives will be responsible for managing customer interactions across multiple digital channels, including WhatsApp, Instagram, TikTok, Facebook, and other online platforms.
• The ideal candidates will respond promptly to customer inquiries, guide customers through the purchase process, manage orders, provide product recommendations, and ensure a seamless customer experience from inquiry to delivery.
• This role is critical to ensuring that no sales opportunities are missed and that customers receive timely, professional, and accurate support.

Qualifications
Customer Engagement & Support:

• Respond promptly to customer inquiries across all assigned communication channels.
• Provide accurate information about products, pricing, availability, promotions, and delivery timelines.
• Assist customers with product selection, sizing, colours, styling recommendations, and order placement.
• Follow up with customers who have shown interest in products but have not completed purchases.
• Handle customer complaints, concerns, and escalations professionally and efficiently.
• Maintain a positive brand image through all customer interactions.

Sales Support & Conversion:

• Convert customer inquiries into sales opportunities.
• Follow up on abandoned carts, pending orders, and prospective customers.
• Recommend complementary products and upsell where appropriate.
• Monitor customer conversations and proactively encourage order completion.
• Support sales campaigns and promotional activities across social media channels.

Order Management:

• Process customer orders accurately and efficiently.
• Verify customer information before order fulfillment.
• Track customer orders and provide timely updates.
• Coordinate with inventory and operations teams regarding product availability.
• Assist customers with exchanges, returns, and order modifications where applicable.

Social Media Customer Management:

• Monitor assigned social media platforms for customer inquiries and comments.
• Respond to direct messages, comments, mentions, and customer feedback promptly.
• Escalate technical issues, complaints, or unusual requests when necessary.
• Ensure customer conversations are managed consistently across all channels.

Product Knowledge:

• Develop and maintain strong knowledge of companies products.
• Understand product specifications, materials, colours, sizes, and styling options.
• Participate in onboarding and product training sessions.
• Stay informed about new arrivals, promotions, and seasonal collections.

Customer Data & Reporting:

• Maintain accurate customer records and conversation history.
• Track customer feedback and recurring issues.
• Generate daily and weekly reports on:

Customer inquiries:

• Sales conversions
• Pending orders
• Customer complaints
• Follow-up activities
• Identify trends and recommend improvements to customer experience processes.

Team Collaboration:

• Work closely with the sales, operations, inventory, and management teams.
• Communicate customer feedback and recurring concerns to management.
• Participate in team meetings, training sessions, and performance reviews.

Key Performance Indicators (KPIs)
The Customer Service Representative will be measured on:

• Response time to customer inquiries
• Customer satisfaction ratings
• Number of inquiries converted to sales
• Order accuracy rate
• Customer retention rate
• Follow-up completion rate
• Resolution time for customer complaints
• Daily and weekly activity reporting compliance

Requirements Education

• Minimum of OND, HND, or Bachelor's Degree in any discipline.

Experience:

• Minimum of 1–3 years experience in Customer Service, Sales Support, E-commerce, Retail, or Fashion.
• Experience managing customers through social media platforms is highly preferred.
• Experience in a fashion, beauty, lifestyle, or retail business is an advantage.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Sales-minded with the ability to persuade and convert inquiries into purchases.
• Strong multitasking and organizational abilities.
• Ability to work independently and remotely when required.
• High level of professionalism and emotional intelligence.
• Attention to detail and accuracy.
• Problem-solving and conflict resolution skills.
• Proficiency in WhatsApp Business, Instagram, TikTok, Facebook, and basic productivity tools.

Work Arrangement:

• First two weeks of employment will be fully onsite for training and product immersion.
• Employees may be required to attend onsite shifts based on operational needs.
• Work schedules and onsite requirements will be communicated by management.

What Success Looks Like At:

• Customer inquiries are responded to quickly.
• No sales opportunity is missed.
• Customers receive excellent service throughout their journey.
• Complaints are resolved professionally.
• Customer satisfaction remains high.
• The business consistently converts engagement into revenue growth.

Compensation & Benefits

• N150,000 - N200,000 monthly
• Training and development opportunities.
• Other benefits as determined by company policy.

Application Closing Date
17th June, 2026.

Method of Application
Interested and qualified candidates should:
Click here to apply online