Customer Success Officer at Amani Advisory

Job Summary

• The Customer Success Officer will be responsible for delivering an exceptional end-to-end customer experience across all touchpoints - from inquiry and order processing to post-purchase follow-up.
• The ideal candidate will be a proactive problem-solver, passionate about luxury lifestyle, customer satisfaction, and high-end service standards.

Key Responsibilities

• Serve as the primary point of contact for customers via phone, email, live chat, and social media.
• Manage and resolve customer inquiries, issues, and complaints promptly and professionally.
• Track customer orders, coordinate with logistics, and ensure timely delivery of products.
• Provide product knowledge and recommendations to customers based on their preferences and needs.
• Maintain a strong understanding of the brand, product lines, promotions, and policies.
• Gather and analyze customer feedback to suggest improvements in service and product offerings.
• Maintain accurate customer records and interactions in the CRM system.
• Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.
• Collaborate with sales, marketing, and logistics teams to ensure a seamless customer journey.
• Assist in managing VIP clients, gift orders, and special requests with a white-glove approach.
• Monitor online reviews and manage customer satisfaction metrics.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 2+ years of experience in customer success, customer service, or client relationship management — preferably in a luxury or lifestyle brand.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-first mindset.
• Tech-savvy with experience using CRM platforms and customer service tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• High level of professionalism, empathy, and attention to detail.
• Passion for luxury products, home décor, and fragrance is a plus.