Customer Service Officer at Owens and Xley

Responsibilities

• Attend to walk-in customers.
• Respond to phone calls, text messages, and inquiries on WhatsApp.
• Respond to customer inquiries and schedule appointments for consultations with the creative director or designer.
• Manage the creative director’s calendar.
• Negotiate the cost of production of bespoke garments with clients and prepare invoices.
• Ensure that garments are accurately costed (no overpricing or underpricing).
• Take clients' measurements during consultations.
• Liaise with the inventory officer after consultations to source for and ensure materials needed for production are available.
• Communicate outfit specifications to the production manager after consultations and ensure the brief is clearly understood before production commences.
• Conduct quality control on bespoke garments and ensure they meet the client’s specifications.
• Conduct quality control on ready-to-wear garments going to the shop floor.
• Work closely with the designer during fitting sessions and confirm that the garment produced meets the customer’s specifications.
• Liaise with customers to schedule pick up or delivery of garments ordered.
• Monitor and follow up with delivery processes ensure garments are delivered to the right client.
• Conduct post-sales follow-up and analyze customer feedback on the garment purchased and the service rendered by the company.
• Take proactive steps to maintain positive experiences and facilitate improvement on products and services where necessary.
• Work closely with the digital channel officer to ensure seamless customer experience via digital channels.
• Respond to inquiries and complaints in a timely and effective manner, via phone, email, or social media.
• Record, resolve and escalate customer feedback to the creative director (compliments and complaints).
• Promote the brand’s service across all digital platforms.
• Create and implement sales strategies to promote sales to generate revenue.
• Stay abreast of industry trends.
• Perform all other related tasks as assigned.

Requirements

• Candidates should possess a Bachelor's Degree qualification.
• 3 - 5 years work experience.
• This role is in a fashion industry, so you must have worked as a customer service officer in a fashion brand