Reports To: Store Manager
- The Customer Service Officer is responsible for delivering an exceptional customer experience by providing personalized assistance, offering styling recommendations, resolving customer inquiries, and supporting sales activities.
- The role combines excellent customer service with fashion advisory, ensuring every customer enjoys a seamless shopping experience while contributing to the achievement of the brand's sales and customer satisfaction goals.
Key Responsibilities
Customer Service & Client Experience:
- Welcome customers warmly and provide a premium in-store and online shopping experience.
- Respond promptly and professionally to customer inquiries via walk-ins, phone calls, WhatsApp, email, and social media platforms.
- Resolve customer complaints and concerns efficiently while maintaining a positive brand image.
- Build strong relationships with customers to encourage repeat business and brand loyalty.
- Follow up with customers after purchases to ensure satisfaction and maintain engagement.
- Maintain accurate customer records and purchase history where applicable.
Styling & Product Advisory:
- Understand customers' preferences, body types, occasions, and lifestyle needs to recommend suitable outfits and accessories.
- Offer personalized styling advice and outfit coordination that reflects current fashion trends and the brand's identity.
- Educate customers on product features, fabrics, sizing, fit, and garment care.
- Recommend complementary products to enhance customers' overall look and increase basket value.
- Stay updated on seasonal collections, new arrivals, and fashion trends to provide informed recommendations.
- Assist customers throughout the purchasing process from product selection to checkout.
- Upsell and cross-sell products to maximize sales opportunities.
- Achieve individual and team sales targets while maintaining exceptional customer service.
- Promote ongoing campaigns, new collections, loyalty programs, and special offers.
- Support clienteling initiatives by reaching out to customers regarding new arrivals and exclusive promotions.
- Ensure the sales floor is clean, organized, and visually appealing at all times.
- Assist in merchandising products according to brand standards.
- Replenish stock and ensure products are correctly displayed.
- Support inventory counts and stock management activities.
- Process customer transactions accurately using the Point-of-Sale (POS) system.
Administrative Responsibilities:
- Prepare daily customer service and sales reports where required.
- Escalate recurring customer issues and operational concerns to management.
- Ensure compliance with company policies, procedures, and service standards.
- Support store operations during promotions, product launches, and special events.
- Minimum of an OND, HND, or Bachelor's Degree in any discipline.
- Minimum of 2 years' experience in customer service, retail sales, fashion retail, luxury retail, or a related customer-facing role.
- Experience providing styling advice or working within a fashion or lifestyle brand is an added advantage.