Customer Service Executive (Fashion Brand) at Elvaridah

Reports To: Store Manager

Job Purpose

• The Customer Service Officer is responsible for delivering an exceptional customer experience by providing personalized assistance, offering styling recommendations, resolving customer inquiries, and supporting sales activities.
• The role combines excellent customer service with fashion advisory, ensuring every customer enjoys a seamless shopping experience while contributing to the achievement of the brand's sales and customer satisfaction goals.

Key Responsibilities 
Customer Service & Client Experience:

• Welcome customers warmly and provide a premium in-store and online shopping experience.
• Respond promptly and professionally to customer inquiries via walk-ins, phone calls, WhatsApp, email, and social media platforms.
• Resolve customer complaints and concerns efficiently while maintaining a positive brand image.
• Build strong relationships with customers to encourage repeat business and brand loyalty.
• Follow up with customers after purchases to ensure satisfaction and maintain engagement.
• Maintain accurate customer records and purchase history where applicable.

Styling & Product Advisory:

• Understand customers' preferences, body types, occasions, and lifestyle needs to recommend suitable outfits and accessories.
• Offer personalized styling advice and outfit coordination that reflects current fashion trends and the brand's identity.
• Educate customers on product features, fabrics, sizing, fit, and garment care.
• Recommend complementary products to enhance customers' overall look and increase basket value.
• Stay updated on seasonal collections, new arrivals, and fashion trends to provide informed recommendations.

Sales Support:

• Assist customers throughout the purchasing process from product selection to checkout.
• Upsell and cross-sell products to maximize sales opportunities.
• Achieve individual and team sales targets while maintaining exceptional customer service.
• Promote ongoing campaigns, new collections, loyalty programs, and special offers.
• Support clienteling initiatives by reaching out to customers regarding new arrivals and exclusive promotions.

Store Operations:

• Ensure the sales floor is clean, organized, and visually appealing at all times.
• Assist in merchandising products according to brand standards.
• Replenish stock and ensure products are correctly displayed.
• Support inventory counts and stock management activities.
• Process customer transactions accurately using the Point-of-Sale (POS) system.

Administrative Responsibilities:

• Prepare daily customer service and sales reports where required.
• Escalate recurring customer issues and operational concerns to management.
• Ensure compliance with company policies, procedures, and service standards.
• Support store operations during promotions, product launches, and special events.

Requirements
Education:

• Minimum of an OND, HND, or Bachelor's Degree in any discipline.

Experience:

• Minimum of 2 years' experience in customer service, retail sales, fashion retail, luxury retail, or a related customer-facing role.
• Experience providing styling advice or working within a fashion or lifestyle brand is an added advantage.