Customer Service Representative

About the role

Luxury Luchy Wears is seeking a proactive Customer Service Representative to join its Lagos team. The role involves handling inbound and outbound customer interactions across multiple channels, ensuring timely and accurate support. You will act as the primary point of contact for inquiries, complaints, and sales opportunities.

Key responsibilities

• Respond to customer inquiries via phone, email, live chat, WhatsApp, and social media, providing clear information on products, services, policies, and platform usage.
• Listen to complaints with empathy, troubleshoot issues, and resolve them within company guidelines while logging all interactions in the CRM/ticketing system.
• Escalate complex cases to supervisors or specialized teams and follow up to ensure closure.
• Identify customer needs, recommend relevant products, and perform upselling and cross‑selling to retain customers.
• Educate customers on self‑service options such as the mobile app, USSD, website, and FAQs.
• Maintain accurate records of all interactions, update account details, and generate regular reports on call volume, issue trends, and resolution metrics.
• Adhere to scripts, service level agreements, data protection policies, and meet KPIs such as AHT, FCR, CSAT, and NPS.
• Participate in ongoing training to stay current on products and service standards.

Required profile

• Minimum OND qualification; HND or BSc preferred.
• 0–2 years experience in customer service, call centre, retail or front‑desk roles; fresh graduates with strong communication skills are welcome.
• Ability to handle multiple communication channels and maintain professionalism under pressure.
• Strong listening, problem‑solving and empathy skills.
• Good command of English (written and spoken).

Required skills

• Experience with CRM/ticketing systems.

What we offer

• Competitive salary between NGN 150,000 and NGN 250,000 per month.