Job Opportunities in Nigeria

September 13, 2024

Amy Consulting

Lekki

FULL TIME

Online Customer Engagement Specialist

Our client is an innovative and growing fashion e-retail platform that curates a range of stylish, high-quality garments for fashion-forward individuals. We are seeking a Customer Engagement Manager to oversee all aspects of customer service and order fulfillment, ensuring an exceptional shopping experience for our customers. This role will also involve managing quality control checks on garments being dispatched to ensure product excellence.
Key Responsibilities:
Customer Engagement:
  • Serve as the primary point of contact for customer inquiries, providing excellent customer service via email, phone, and social media channels.
  • Address customer concerns regarding products, orders, shipping, returns, and exchanges with a solutions-oriented approach.
  • Build strong relationships with customers, fostering brand loyalty and satisfaction.
  • Create and manage customer engagement strategies to enhance user experience and increase retention.
  • Collaborate with the marketing team to implement customer feedback into campaigns and ensure consistent brand messaging across all touchpoints.
  • Track and report customer interactions, ensuring timely and effective resolution of issues while continuously improving customer service processes.
  • Develop and implement customer satisfaction surveys and gather insights to improve the brand's service offerings.
Order Fulfillment:
  • Oversee the end-to-end order fulfillment process, from order placement to final delivery, ensuring a smooth and efficient workflow.
  • Coordinate with the warehouse and logistics teams to ensure orders are picked, packed, and dispatched in a timely manner.
  • Monitor and update customers on the status of their orders, providing tracking information and resolving any delivery issues.
  • Ensure all orders are processed and shipped accurately, handling any special requests or custom orders as needed.
Quality Control:
  • Conduct thorough quality control checks on all garments before they are dispatched to customers, ensuring they meet the brand's high standards.
  • Inspect items for defects, sizing accuracy, color consistency, and overall garment integrity.
  • Liaise with suppliers and the production team to address any recurring quality issues and ensure resolution.
  • Implement a standard operating procedure for quality assurance and ensure all team members adhere to these standards.
  • Manage and minimize product returns and exchanges by ensuring only top-quality garments reach customers.
Inventory Management:
  • Work with the inventory team to ensure product availability aligns with customer demand, and assist in managing stock levels.
  • Update customers on product availability, handle backorders, and manage expectations regarding product restocking.
Reporting & Analytics:
  • Track key performance indicators (KPIs) related to customer service, order fulfillment, and quality control, and provide regular reports to management.
  • Analyze customer behavior and order trends to identify areas for improvement and to enhance the customer journey.
Qualifications:
  • Minimum 4+ years of experience in customer service, order fulfillment, or customer relationship management, ideally within e-commerce or fashion.
  • Strong understanding of the e-commerce retail process and experience in managing customer expectations.
  • Attention to detail, particularly in quality control, with a strong eye for fashion and garment quality.
  • Exceptional communication and interpersonal skills, with the ability to handle multiple channels (email, social media, phone) professionally.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Proficiency in customer service tools and e-commerce platforms (experience with Shopify, Woo Commerce, or similar platforms is a plus).
  • Problem-solving mindset with the ability to think critically and take initiative.
  • Experience working with logistics partners and managing the delivery process.
Preferred:
  • Previous experience in the fashion industry with a focus on high-quality garments.
  • Familiarity with CRM systems, inventory management software, and order tracking tools.
Job Type: Full-time
Pay: From ₦150,000.00 per month

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