Customer Support Officer at Natural Girl Wigs

What You Will Do

• Own the customer experience from the moment someone reaches out to Regirl through to the point where their question, order, complaint, or issue is properly resolved.
• You'll be the person customers interact with most directly, so you'll need to respond quickly, solve problems rather than simply acknowledge them, and make sure nothing falls through the cracks.

Who we are looking for:

• Someone who genuinely enjoys dealing with people and is naturally good at figuring things out. You're comfortable handling a high volume of conversations across WhatsApp, Instagram, phone, and other channels without losing attention to detail. You can deal calmly with an unhappy customer, give a clear answer when you have one, and take ownership when you don't.

Who this role is for:

• You are not someone who's happy copying and pasting responses or closing a conversation as soon as you've sent an answer. What sets you apart is that you care about whether the customer's problem was actually solved. You follow up when something is delayed, chase the internal team when an order needs attention, and notice recurring problems that should be fixed rather than handled repeatedly.
• Here is the core of why this role exists. Every interaction a customer has with Regirl shapes how they see the brand. A great product can still create a poor customer experience if a question goes unanswered, an order is mishandled, or a complaint gets passed between people without anyone taking ownership.
• You'll be responsible for making sure that doesn't happen. You'll respond to customers across our key channels, help them understand our products, support them through their purchase, resolve issues after purchase, and make sure difficult cases are followed through until they're closed.
• You'll also be close enough to the customer to notice things the rest of the business may not see. If customers keep asking the same question, struggling with the same part of the ordering process, or complaining about the same issue, we expect you to flag it and help us understand what needs to change.
• This role is not for you if you'd rather simply respond to whatever lands in your inbox and move on. It is for you if you get satisfaction from taking a messy customer problem, figuring out what needs to happen, and seeing it through until the customer is genuinely satisfied.
• Our environment is structured and performance-driven. We value Speed in how quickly we respond and act, Teamwork in how we work across departments to solve customer issues, Respect in how we treat every customer, Initiative in how we take ownership without waiting to be told, Visibility in how clearly we communicate and track issues, and Excellence in the experience we deliver.

What You Will Own

• Respond to customer enquiries across WhatsApp, Instagram, phone, email, and other customer-facing channels.
• Help customers understand our products, pricing, availability, ordering process, and delivery options.
• Own customer complaints from the first report through to resolution, making sure issues are properly closed rather than simply acknowledged.
• Follow up on delayed orders, delivery issues, product concerns, and other unresolved customer requests.
• Work closely with Sales, Operations, Styling, Production, and other teams to resolve issues that require internal support.
• Recommend the right Regirl products based on what customers are looking for, where appropriate.
• Keep accurate records of customer conversations, complaints, feedback, orders, and resolutions.
• Identify recurring customer questions and complaints, and flag patterns that could improve our products, processes, or customer experience.
• Escalate issues that require management attention while remaining responsible for keeping the customer informed.
• Help build and improve the standards, responses, processes, and routines we use to deliver a consistent customer experience.

What You Need to Have
Non-negotiable:

• Real, demonstrated experience in customer support, customer service, customer experience, sales support, or a similar customer-facing role.
• Strong written and verbal communication skills, with the ability to communicate clearly and naturally with different types of customers.
• Comfortable handling customer conversations across WhatsApp, Instagram, phone, and other digital channels.
• Strong problem solving skills and the ability to take ownership of an issue rather than simply pass it to someone else.
• Comfortable working in a fast-paced environment where priorities can change quickly.

Strong advantages:

• Experience supporting customers for a beauty, fashion, retail, or consumer brand.
• Experience using CRM, helpdesk, order management, or customer support platforms.