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Customer Support Officer
About this role
The Customer Support Officer will manage the end-to-end customer experience for Natural Girl Wigs from first contact to final resolution, based in Lagos. The role suits someone who enjoys helping people, works well across multiple channels, and takes ownership to ensure issues are resolved.
What you would do
- Respond to customer inquiries across WhatsApp, Instagram, phone, email and other channels.
- Explain products, pricing, availability, ordering process and delivery options to customers.
- Own customer complaints from first report through to resolution, ensuring proper closure.
- Follow up on delayed orders and other unresolved customer requests.
- Collaborate with Sales, Operations, Styling and Production teams to resolve issues.
- Keep accurate records of customer conversations, complaints, orders and resolutions.
What they are asking for
- Real, demonstrated experience in customer support, customer service, customer experience, sales support, or a similar role.
- Strong written and verbal communication skills.
- Comfortable handling customer conversations across WhatsApp, Instagram, phone and other digital channels.
- Strong problem-solving skills with an ownership mindset.
- Ability to work in a fast-paced environment with changing priorities.
- Experience using CRM, helpdesk or order management platforms; experience in beauty, fashion, retail or consumer brands is advantageous.
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