Central Customer Relations Officer at Lynn Group

Job Purpose

• The Central Customer Relations Officer serves as the centralized lead for customer experience across all LYNN Wholefoods branches.
• This role oversees escalated inquiries, manages brand-wide customer feedback, handles digital/social channels (Instagram, WhatsApp, calls), ensures consistent service standards, drives loyalty and retention, and acts as the voice of the customer to inform improvements — supporting our mission of thoughtful, wellness-focused interactions.

Key Responsibilities

• Serve as the main point of contact for online orders, phone calls, WhatsApp orders/inquiries, DMs, and other channels.
• Act as the primary escalation point for complex customer issues, complaints, or feedback from branches (via phone, WhatsApp, Instagram DMs, email, or in-person referrals).
• Provide expert product guidance: explain ingredients, nutritional benefits and customization options.
• Accurately take, process, and package orders (takeaway, delivery) while ensuring speed and freshness.
• Actively upsell and recommend complementary items (e.g., smoothie + salad combos, protein boosts) to enhance experiences and increase average order value.
• Handle customer feedback, complaints, and special requests professionally; resolve issues on the spot or escalate appropriately.
• Manage loyalty interactions, promotions, catering/event inquiries, and repeat-customer relationships.
• Collaborate with the kitchen team during busy periods to ensure seamless service.
• Capture and report customer insights to support continuous improvement.
• Monitor and respond to central digital channels: manage WhatsApp Business, Instagram interactions, and any central phone line for inquiries, orders, catering requests, and brand feedback.
• Collaborate with Executive Chef, kitchen, procurement, and marketing teams to address root causes of customer concerns (e.g., ingredient quality, menu clarity).
• Maintain detailed CRM/customer records: log interactions, resolutions, and follow-ups for trend analysis and personalized service.
• Support crisis management: handle negative social media mentions, viral feedback, or urgent complaints swiftly and professionally.

Qualifications & Requirements

• Bachelor's Degree in Business Administration, Marketing, Communications, Hospitality, or related fields
• 3 - 5 years in customer relations, customer service management, or centralized support roles (experience in retail, F&B, café chain, or multi-outlet environment strongly preferred).
• Proven track record handling escalations, digital customer service (WhatsApp, Instagram), and feedback analysis.
• Excellent written and verbal communication in English; Pidgin and local languages are a plus for connecting with diverse Abuja customers.
• Empathetic, solution-oriented, and passionate about wellness, healthy living, and brand purpose.
• Proficient in CRM tools, WhatsApp Business, social media management, Google Workspace/Microsoft Office, and basic data analysis (Excel).
• Strong analytical skills to turn feedback into actionable improvements.
• Reliable and flexible: Monday–Saturday availability (core hours aligned with our business hours 7:30 AM – 5:30 PM), with some remote/after-hours monitoring for digital channels.