Customer Service Representative (Fashion & E-commerce) at Khadasha Innovations Africa

Job Summary

• The Customer Service Representatives will be responsible for managing customer interactions across multiple digital channels, including WhatsApp, Instagram, TikTok, Facebook, and other online platforms.
• The ideal candidates will respond promptly to customer inquiries, guide customers through the purchase process, manage orders, provide product recommendations, and ensure a seamless customer experience from inquiry to delivery.
• This role is critical to ensuring that no sales opportunities are missed and that customers receive timely, professional, and accurate support.

Qualifications
Customer Engagement & Support:

• Respond promptly to customer inquiries across all assigned communication channels.
• Provide accurate information about products, pricing, availability, promotions, and delivery timelines.
• Assist customers with product selection, sizing, colours, styling recommendations, and order placement.
• Follow up with customers who have shown interest in products but have not completed purchases.
• Handle customer complaints, concerns, and escalations professionally and efficiently.
• Maintain a positive brand image through all customer interactions.

Sales Support & Conversion:

• Convert customer inquiries into sales opportunities.
• Follow up on abandoned carts, pending orders, and prospective customers.
• Recommend complementary products and upsell where appropriate.
• Monitor customer conversations and proactively encourage order completion.
• Support sales campaigns and promotional activities across social media channels.

Order Management:

• Process customer orders accurately and efficiently.
• Verify customer information before order fulfillment.
• Track customer orders and provide timely updates.
• Coordinate with inventory and operations teams regarding product availability.
• Assist customers with exchanges, returns, and order modifications where applicable.

Social Media Customer Management:

• Monitor assigned social media platforms for customer inquiries and comments.
• Respond to direct messages, comments, mentions, and customer feedback promptly.
• Escalate technical issues, complaints, or unusual requests when necessary.
• Ensure customer conversations are managed consistently across all channels.

Product Knowledge:

• Develop and maintain strong knowledge of companies products.
• Understand product specifications, materials, colours, sizes, and styling options.
• Participate in onboarding and product training sessions.
• Stay informed about new arrivals, promotions, and seasonal collections.

Customer Data & Reporting:

• Maintain accurate customer records and conversation history.
• Track customer feedback and recurring issues.
• Generate daily and weekly reports on:

Customer inquiries:

• Sales conversions
• Pending orders
• Customer complaints
• Follow-up activities
• Identify trends and recommend improvements to customer experience processes.

Team Collaboration:

• Work closely with the sales, operations, inventory, and management teams.
• Communicate customer feedback and recurring concerns to management.
• Participate in team meetings, training sessions, and performance reviews.

Key Performance Indicators (KPIs)
The Customer Service Representative will be measured on:

• Response time to customer inquiries
• Customer satisfaction ratings
• Number of inquiries converted to sales
• Order accuracy rate
• Customer retention rate
• Follow-up completion rate
• Resolution time for customer complaints
• Daily and weekly activity reporting compliance

Requirements Education

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

Experience:

• Minimum of 1–3 years experience in Customer Service, Sales Support, E-commerce, Retail, or Fashion.
• Experience managing customers through social media platforms is highly preferred.
• Experience in a fashion, beauty, lifestyle, or retail business is an advantage.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Sales-minded with the ability to persuade and convert inquiries into purchases.
• Strong multitasking and organizational abilities.
• Ability to work independently and remotely when required.
• High level of professionalism and emotional intelligence.
• Attention to detail and accuracy.
• Problem-solving and conflict resolution skills.
• Proficiency in WhatsApp Business, Instagram, TikTok, Facebook, and basic productivity tools.

Work Arrangement:

• First two weeks of employment will be fully onsite for training and product immersion.
• Employees may be required to attend onsite shifts based on operational needs.
• Work schedules and onsite requirements will be communicated by management.

What Success Looks Like At:

• Customer inquiries are responded to quickly.
• No sales opportunity is missed.
• Customers receive excellent service throughout their journey.
• Complaints are resolved professionally.
• Customer satisfaction remains high.
• The business consistently converts engagement into revenue growth.