Customer Service Executive at Tracy N Jasmine Limited - Talents Delight Limited

Talents Delight Limited - Our client, Tracy N Jasmine Limited, is recruiting suitably qualified candidates for the position below:

Job Title: Customer Service Executive

Reference: TNJ-CSE-004
Location: Abule Egba, Lagos
Employment Type: Full-time (On-site with occasional field visits)
Department: Sales, Marketing & Customer Experience
Reports To: Operations Manager / Managing Director
Probation: 2 months (with possibility of extension).

Role Overview

• Our client is looking for an enthusiastic, people - first Customer Service Executive to be the primary point of contact between the company and its customers. This role is central to how our brand is experienced after every sale.
• The ideal candidate is a confident communicator who resolves issues with empathy and speed, builds lasting customer relationships, and plays an active role in driving repeat business and customer loyalty.
• You will work closely with the Operations, Sales, and Production teams to ensure customer expectations are consistently met and exceeded.

Key Responsibilities

• The Customer Service Executive will be responsible for managing all customer - facing interactions across multiple channels. Specific duties include:

Customer Communication & Relationship Management:

• Serve as the first point of contact for all customer enquiries, orders, and feedback via phone, WhatsApp, email, and in - person.
• Build and maintain strong, long - term relationships with existing customers to encourage loyalty and repeat purchases.
• Follow up on orders to ensure timely delivery and customer satisfaction, proactively communicating delays or changes.
• Maintain a warm, professional, and brand - consistent tone in all customer interactions.

Complaints Handling & Issue Resolution:

• Receive, log, and resolve customer complaints and product queries promptly and professionally.
• Investigate the root cause of recurring complaints and escalate systemic issues to the Operations Manager with documented evidence.
• Ensure all complaints are resolved within agreed service level timeframes and follow up to confirm customer satisfaction.
• Handle difficult or dissatisfied customers calmly and diplomatically, de - escalating tension and restoring confidence in the brand.

Order Processing & Sales Support:

• Process and track customer orders accurately, coordinating with the Operations and Production teams to confirm availability and delivery timelines.
• Assist the sales team with customer onboarding, order confirmation, and post - sale follow - up.
• Identify upselling and cross - selling opportunities during customer interactions and communicate them to the sales team.
• Maintain an updated record of all active orders and pending deliveries.

Data, Reporting & Insights:

• Maintain accurate and up - to - date records of all customer interactions, complaints, orders, and resolutions using the company's CRM or tracking tools.
• Prepare daily, weekly, and monthly customer service reports for management highlighting complaint trends, resolution rates, and customer feedback themes.
• Gather and document customer feedback on products and services, and share actionable insights with relevant departments.
• Track customer satisfaction metrics and contribute to continuous improvement initiatives.

Brand & Community Engagement:

• Monitor and respond to customer messages and comments on social media platforms (Instagram, WhatsApp Business) in a timely and professional manner.
• Support the marketing team with customer - facing promotions, campaigns, and announcements.
• Represent the company at trade shows, exhibitions, or sales events as required.
• Champion a customer - first culture within the organisation.

Key Performance Indicators (KPIs)
The Customer Service Executive's performance will be measured against the following indicators:

• Customer complaint resolution rate of 100% within agreed SLA timeframes.
• Average response time to customer enquiries of less than 24 hours across all channels.
• Customer satisfaction score (CSAT) maintained at 90% or above based on follow-up feedback.
• Accuracy and completeness of customer records and order tracking logs.
• Timely submission of weekly and monthly customer service reports.
• Number of escalations converted into retained / satisfied customers.

Qualifications & Experience

• Minimum of OND, HND, or BSc in Business Administration, Marketing, Mass Communication, Public Relations, or a related field.
• 1 to 2 years of experience in a customer service, client - facing, or sales support role.
• Experience in an FMCG, retail, food manufacturing, or consumer goods environment is an added advantage.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM tools or order management systems.
• Active and confident social media user with experience managing WhatsApp Business or Instagram for a brand.
• Candidates with strong interpersonal skills and a genuine passion for people may be considered even without prior formal experience.

Skills & Competencies:

• Exceptional verbal and written communication skills in English; ability to communicate clearly in Yoruba or Pidgin is an advantage.
• Strong empathy and active listening skills — able to understand customer frustration and respond with patience and professionalism.
• Highly organised with excellent attention to detail and the ability to manage multiple enquiries simultaneously.
• Fast learner who can quickly develop deep product knowledge to advise customers accurately.
• Calm under pressure with effective conflict resolution and problem - solving skills.
• Self - motivated, proactive, and able to work with minimal supervision while consistently meeting service standards.
• Team player who collaborates effectively with sales, operations, and production colleagues.
• High level of personal integrity and professionalism when handling sensitive customer information.

What We Offer

• Competitive salary commensurate with experience, plus monthly performance incentives.
• Health Maintenance Organisation (HMO) coverage after confirmation of employment.
• Annual leave of 14 working days per year with leave allowance.
• Structured induction programme and continuous on - the - job training.
• Exposure to a fast - growing Lagos brand with real impact on customer experience strategy.
• Clear career progression pathway — high performers can grow into Senior Customer Service, Sales, or Brand roles.
• A collaborative, supportive, and respectful work environment.

Application Closing Date
30th July, 2026.

How to Apply
Interested and qualified candidates should send their CV and a brief cover letter to: ade@talentsdelight.com using the job title as the subject of the mail.