Customer Service Officer at a Growing Fragrance and Beauty Brand - Elvaridah Limited

Elvaridah Limited - Our client, a growing fragrance and beauty brand, is recruiting suitable candidates to fill the position below:

Job Title: Customer Service Officer

Location: Lagos
Employment Type: Full-time
Industry: Fragrance & Beauty Retail

About the Role

• Our client, a growing fragrance and beauty brand, is seeking a professional and customer-oriented Customer Service Officer to deliver exceptional customer experiences across all touchpoints.
• The ideal candidate will be responsible for managing customer inquiries, resolving complaints, processing orders, and ensuring customers receive a seamless and personalized shopping experience both online and in-store.

Duties and Responsibilities
Customer Support & Engagement:

• Serve as the primary point of contact for customer inquiries via phone, email, social media, WhatsApp, and in-store interactions.
• Provide accurate information regarding fragrances, products, promotions, pricing, and order status.
• Deliver a warm, professional, and personalized customer experience.
• Build strong relationships with customers to encourage repeat business and brand loyalty.

Order Management:

• Process customer orders accurately and efficiently.
• Track and monitor orders from purchase to delivery.
• Coordinate with logistics and operations teams to ensure timely order fulfillment.
• Assist customers with product exchanges, returns, and refunds in line with company policies.

Complaint Resolution:

• Address customer complaints and concerns promptly and professionally.
• Investigate issues and provide appropriate solutions within established timelines.
• Escalate unresolved matters to management when necessary.
• Follow up with customers to ensure satisfaction after resolution.

Customer Experience & Retention:

• Proactively engage customers to enhance their shopping experience.
• Collect customer feedback and provide recommendations for service improvement.
• Support customer retention initiatives and loyalty programs.
• Identify opportunities to upsell or cross-sell products based on customer preferences.

Administrative & Reporting Duties:

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Update customer databases and CRM systems.
• Prepare periodic reports on customer inquiries, feedback, and service performance.
• Assist with inventory inquiries and product availability updates.

Brand Representation:

• Uphold the brand's image and values in all customer interactions.
• Maintain extensive knowledge of fragrance collections, product notes, ingredients, and brand offerings.
• Assist in promoting new product launches, campaigns, and special offers.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings.
• Customer response and resolution time.
• Customer retention and repeat purchase rates.
• Accuracy in order processing and customer records.
• Number of customer issues resolved successfully.
• Positive customer feedback and reviews.

Requirements
Education:

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Customer Service Management, or a related field.

Experience:

• 2–3 years' experience in customer service, customer support, retail sales, or client relationship management.
• Previous experience in the beauty, fragrance, cosmetics, fashion, luxury retail, or lifestyle industry is highly preferred.
• Experience managing online customer inquiries and e-commerce orders is an advantage.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer relationship management abilities.
• Passion for beauty, fragrances, and luxury customer experiences.
• Ability to handle customer complaints with professionalism and empathy.
• Strong organizational and multitasking skills.
• Proficiency in Microsoft Office Suite and CRM systems.
• Attention to detail and problem-solving abilities.
• Ability to work independently and as part of a team.

Compensation

• Competitive salary.
• Performance-based incentives.
• Staff discounts on products.
• Opportunities for training and career growth.

Application Closing Date
Not Specified.

How To Apply
Interested and qualified candidates should send their Applications to: careers@elvaridah.com using "Customer Service Officer" as the subject of the mail.