Customer Service Expert / Team Lead at Trax Apparel Global Limited

Role Overview

• The organization is looking for a Customer Service Expert / Team Lead who can deliver exceptional customer experiences, close sales, and lead a small team to hit targets.
• This role is for someone who understands that great service drives revenue and isn’t afraid to implement marketing strategies to get results.

Key Responsibilities

• Own the Customer Experience: Handle inquiries, complaints, and orders across phone, WhatsApp, email, and social media with professionalism and speed.
• Drive Sales: Identify upsell and cross-sell opportunities, handle objections, and close sales while keeping the customer first.
• Implement Marketing Strategies: Execute campaigns, promotions, and follow-up sequences to convert leads and retain customers.
• Lead & Support the Team: Guide junior staff, set daily targets, monitor performance, and ensure consistency in service standards.
• Analyze & Improve: Track key metrics like response time, conversion rate, and CSAT. Spot recurring issues and propose solutions.
• Represent the Brand: Be a product expert on bespoke clothing and leather goods, and communicate the brand's value clearly to customers.

What We’re Looking For

• Experience: 3+ years of experience in customer service, sales, or a client-facing role. Team lead experience is a plus.
• Sales Capabilities: Proven ability to close sales and handle objections confidently.
• Marketing Execution: Hands-on experience implementing marketing strategies, campaigns, or sales scripts.
• Languages: Excellent communication skills in English. Knowledge of Yoruba or Igbo is an advantage.
• Technical Skills: Strong organizational skills and comfort using CRM tools, WhatsApp Business, and basic spreadsheets.
• Mindset & Passions: A proactive, problem-solving mindset with attention to detail, alongside a passion for fashion, luxury goods, and African culture.