Customer Service Officer

About the role

We are looking for a Customer Service Officer to deliver an excellent experience for our fragrance brand. You will handle inquiries, process orders, resolve complaints and provide product information across phone, email, WhatsApp and social media.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, WhatsApp and social media, providing accurate product information.
• Handle and resolve customer complaints professionally, maintaining a brand‑aligned tone.
• Process orders accurately, coordinate with logistics and warehouse teams, track deliveries and confirm payment status.
• Maintain and update customer records in the CRM system.
• Build strong relationships with customers, follow up on feedback and encourage repeat purchases.
• Identify upselling and cross‑selling opportunities and support promotional campaigns.
• Engage with customers on social media platforms and escalate sensitive issues when needed.
• Prepare daily, weekly and monthly service reports and provide insights for improvement.

Required profile

• Strong communication skills and emotional intelligence.
• Passion for beauty and fragrance products.
• Customer‑focused mindset with a commitment to satisfaction and brand loyalty.

Required skills

• Experience using CRM systems.