Customer Service Representative at FMR AGENCY

Role Overview

• The Customer Service Representative will serve as the primary point of contact for customers at the Lekki store and across digital platforms including WhatsApp, phone calls, and Instagram.
• The role involves managing bookings, handling enquiries, resolving customer issues, and supporting sales through effective service recommendations.

Key Responsibilities
Customer Interaction:

• Welcome and attend to walk-in customers with professionalism and warmth
• Respond promptly to customer enquiries via WhatsApp, phone, and Instagram
• Provide accurate information about services, pricing, turnaround times, and care products
• Build strong customer relationships that encourage repeat visits and referrals

Bookings & Order Management:

• Accurately manage and log all walk-in and online bookings
• Track order status and proactively update customers on their shoes’ progress
• Liaise with the Yaba branch regarding shared orders, transfers, and updates
• Maintain accurate customer records and job logs

Sales & Upselling:

• Recommend services and products based on customers’ specific needs
• Upsell premium treatments, packages, and care products
• Support monthly sales targets by converting enquiries into confirmed bookings

Complaint Resolution:

• Handle customer complaints with empathy and professionalism
• Resolve issues promptly or escalate where necessary
• Follow up with customers to ensure satisfaction
• Report recurring complaints to improve service quality

Requirements

• Candidates should possess an OND / Bachelor's Degree with 2–3 years of experience in customer service, retail, or hospitality.
• Strong verbal and written communication skills in English
• Professional, calm, and customer-focused
• Highly organized with the ability to manage multiple enquiries simultaneously
• Comfortable managing communication across WhatsApp, Instagram, and phone
• Interest in sneakers, fashion, or lifestyle brands is an added advantage
• Honest, reliable, and proactive in handling responsibilities.