Customer Service Representative at Onyx Beauty Hub

Job Summary

• Onyx Beauty Hub, a premium luxury hair brand, is seeking a smart, well-spoken, and customer-focused Customer Service Officer to deliver exceptional service experiences to our clients.
• The role requires a professional who can manage customer interactions effectively, provide accurate product information, resolve concerns promptly, and ensure every client enjoys a seamless and satisfying experience with the brand.
• The ideal candidate will serve as the first point of contact for customers, managing inquiries and orders across various communication channels including walk-in clients, phone calls, WhatsApp, Instagram, and other digital platforms, while upholding the high service standards expected of a luxury brand.

Key Responsibilities

• Respond promptly and professionally to customer inquiries across all communication channels including walk-ins, phone calls, WhatsApp, Instagram, and email.
• Provide accurate information about products, pricing, promotions, availability, and delivery options.
• Assist customers with order placement, ensuring all details are correctly captured and processed.
• Confirm orders, verify payments, and coordinate with the relevant internal teams to ensure timely order fulfillment.
• Monitor and follow up on customer orders to ensure smooth delivery and customer satisfaction.
• Handle customer complaints and concerns with professionalism, empathy, and prompt resolution.
• Escalate complex issues to the appropriate department when necessary to ensure quick resolution.
• Maintain accurate records of customer interactions, complaints, orders, and feedback.
• Update customer information and maintain organized customer databases where required.
• Follow up with customers after purchase to confirm satisfaction and strengthen customer relationships.
• Promote new products, offers, and relevant brand information to customers when appropriate.
• Ensure that every interaction with customers reflects the premium service standard of the brand.
• Work collaboratively with other departments to ensure smooth service delivery and customer satisfaction.
• Provide periodic reports on customer inquiries, complaints, feedback, and service trends.

Requirements

• Education: Minimum of OND / HND / BSc Degree in any relevant discipline such as Mass Communication, Business Administration, Marketing, or related fields.
• Experience: 2 – 4 years experience in customer service, client relations, or sales support, preferably within the beauty, fashion, retail, or lifestyle industry.

Skills & Competencies:

• Excellent verbal and written communication skills
• Strong interpersonal and customer relationship skills
• Ability to manage customer complaints professionally
• Good problem-solving and conflict resolution ability
• Strong attention to detail and organizational skills
• Ability to multitask and manage high volumes of customer inquiries
• Basic computer proficiency and familiarity with digital communication tools such as WhatsApp Business and social media messaging platforms
• Ability to work effectively in a fast-paced customer-focused environment.

Personal Attributes:

• The ideal candidate should be professional, well-presented, and customer-oriented.
• They must demonstrate patience, emotional intelligence, reliability, and a proactive attitude.
• A genuine interest in beauty, fashion, and luxury brands will be an added advantage.

Compensation & Benefits

• Monthly Net Salary: N150,000
• Health Insurance (HMO) in line with company policy
• Pension Contribution in compliance with the Pension Reform Act
• 13th Month Salary based on company performance and management approval
• Transport Allowance to support commuting expenses
• Staff Discount on selected Onyx Beauty products
• Performance-Based Incentives tied to service quality and team contribution
• Professional Training and Development Opportunities
• Career Growth Opportunities within a growing luxury beauty brand
• A supportive and professional work environment that promotes excellence and teamwork.