Customer Service Representative in a Lagos-based Shoe Care Brand

They are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Lekki, Lagos
Employment Type: Full-time
Work Schedule: Monday – Friday

Role Overview

• The role involves managing bookings, handling enquiries, resolving customer issues, and supporting sales through effective service recommendations.
• The Customer Service Representative will serve as the primary point of contact for customers at the Lekki store and across digital platforms including WhatsApp, phone calls, and Instagram.

Key Responsibilities
Customer Interaction:

• Welcome and attend to walk-in customers with professionalism and warmth
• Provide accurate information about services, pricing, turnaround times, and care products
• Respond promptly to customer enquiries via WhatsApp, phone, and Instagram
• Build strong customer relationships that encourage repeat visits and referrals

Bookings & Order Management:

• Accurately manage and log all walk-in and online bookings
• Liaise with the Yaba branch regarding shared orders, transfers, and updates
• Track order status and proactively update customers on their shoes’ progress
• Maintain accurate customer records and job logs

Sales & Upselling:

• Recommend services and products based on customers’ specific needs
• Upsell premium treatments, packages, and care products
• Support monthly sales targets by converting enquiries into confirmed bookings

Complaint Resolution:

• Follow up with customers to ensure satisfaction
• Report recurring complaints to improve service quality
• Resolve issues promptly or escalate where necessary
• Handle customer complaints with empathy and professionalism

Requirements

• Highly organized with the ability to manage multiple enquiries simultaneously
• Professional, calm, and customer-focused
• 2–3 years of experience in customer service, retail, or hospitality
• Comfortable managing communication across WhatsApp, Instagram, and phone
• Strong verbal and written communication skills in English
• Honest, reliable, and proactive in handling responsibilities
• Interest in sneakers, fashion, or lifestyle brands is an added advantage

Salary

• N180,000 - N220,000 / Month
• A structured and supportive work environment
• Opportunity for growth within a fast-growing brand
• Staff discounts on services and products