Customer Service Officer at Majeurs

The Role

• As we grow, we’re looking for a Customer Service Officer who will be the voice and face of the brand — the person who ensures every customer interaction is handled with excellence, empathy, and precision.
• This is not just about answering calls or replying to messages — it’s about owning the customer experience from first inquiry to final delivery.
• You will manage all inbound and outbound communications, ensure seamless order finalization, and keep our clients informed, satisfied, and coming back.
• You’ll collaborate closely with our sales, production, and logistics teams to deliver exceptional service — combining warmth with operational efficiency.

Key Responsibilities

• Customer Engagement: Handle all customer inquiries across channels (WhatsApp, phone, email, Instagram DMs, showroom).
• Order Management: Manage end-to-end order finalization — from quotation and confirmation to coordination with operations for delivery.
• CRM & Record Keeping: Maintain detailed customer records and follow-ups using CRM tools and internal systems.
• Communication: Send proactive updates on production status, delivery timelines, and order progress.
• Issue Resolution: Manage complaints and escalations calmly, ensuring every issue ends with a satisfied customer.
• Cross-Team Collaboration: Liaise with production, logistics, and finance to ensure smooth fulfilment of orders.
• Customer Insights: Track feedback and recurring issues to propose process improvements.
• Performance Reporting: Provide weekly summaries of inquiries, orders closed, and customer feedback trends.

Who You Are (Ideal Candidate Profile)

• Bachelor’s Degree (Business, Communications, or related field preferred).
• 3+ years’ experience in customer service, preferably in retail, furniture, or a design/luxury brand.
• Strong verbal and written communication skills — articulate, empathetic, and professional.
• Highly organized, detail-oriented, and comfortable managing multiple conversations simultaneously.
• Tech-savvy: comfortable with CRM software, spreadsheets, and digital communication tools.
• Calm under pressure and solution-driven — you never leave a customer hanging.
• Passionate about design, quality, and creating a world-class customer experience.

What Success Looks Like (After 90 Days)

• You’ve mastered our product range, tone, and service protocols.
• All customer inquiries are responded to within minutes, not hours.
• Orders move seamlessly from inquiry to delivery with zero confusion.
• Our customers describe their Majeurs experience as “professional, personal, and  premium.

Compensation & Growth Path

• Base Salary: N180,000 - N350,000 / month (based on experience)
• Performance Bonus: Up to ₦10,000/quarterly for achieving service KPIs (response time, conversion rate, and customer satisfaction feedback).
• Growth: Clear pathway to Customer Experience Lead or CRM & Sales Support
• Manager within 12–18 months based on performance.

Perks:

• Hybrid work schedule (2 days remote, 3 days onsite)
• Access to training in customer experience and CRM systems
• Opportunity to grow with one of Africa’s fastest-rising design-led brands