Customer Experience Specialist
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Explain the heritage artisanal techniques (Adire Aso-oke) and the story behind each collection to international buyers.
Provide detailed fit consultations converting Nigerian/UK sizing to US EU and AU standards to minimize returns.
Process and monitor all orders from point-of-sale to delivery using Shopify or your chosen CRM.
Act as the primary contact for logistics to troubleshoot customs delays or Address Not Found issues globally.
Manage communications for Made-to-Order pieces giving customers regular updates on their garments production stage.
Offer digital styling advice suggesting complementary pieces from the collection to increase the Average Order Value (AOV).
Facilitate a seamless (and often difficult) international return process ensuring the brands reputation remains intact.
Compile weekly reports on recurring customer pain points (e.g. the sleeves are too tight for US size 10) for the design team.
Proactively solicit and manage high-quality reviews on the website and Google to build global social proof.
Act as a dedicated concierge for global influencers or celebrity stylists who need urgent pieces for events.
Handle disgruntled customers with Nigerian warmth but global professionalism turning errors into brand loyalty.
Constantly update the Global Shipping & Care FAQ page to reduce repetitive manual inquiries.
Instruct customers on how to care for delicate hand-crafted Nigerian textiles (e.g. dry clean only cold wash).
Assist customers dealing with international payment failures or "flagged" transactions from foreign banks
Requirements
A university degree (. or HND) in Communication English Marketing or a related field.
At least 23 years of experience in customer service ideally in fashion luxury retail or a premium hospitality brand.
Excellent command of English (written and spoken). Ability to communicate clearly with people in London New York and Lagos.
A deep passion for and knowledge of Nigerian culture and textiles (e.g. the difference between Adire and Aso-oke).
Ability to switch between a warm welcoming Nigerian vibe and a crisp professional Global Business tone.
Must be comfortable using Shopify WhatsApp Business and CRM tools like Zendesk or Freshdesk.
High proficiency in managing Instagram DMs and comments professionally.
Basic understanding of international shipping (DHL/FedEx) customs duties and how global tracking works.
Ability to stay calm and kind when dealing with a frustrated customer in a different time zone.
A find a way attitudesomeone who can fix an order error without needing to be told every step.
Precision in checking sizes and shipping addresses to avoid expensive international mistakes.
Benefits
- Salary
- Meals
- Trainings
Required Skills:
At least 23 years of experience in customer service ideally in fashion luxury retail or a premium hospitality brand. Excellent command of English (written and spoken). Ability to communicate clearly with people in London New York and Lagos. A deep passion for and knowledge of Nigerian culture and textiles (e.g. the difference between Adire and Aso-oke). Ability to switch between a warm welcoming Nigerian vibe and a crisp professional Global Business tone. Must be comfortable using Shopify WhatsApp Business and CRM tools like Zendesk or Freshdesk. High proficiency in managing Instagram DMs and comments professionally. Basic understanding of international shipping (DHL/FedEx) customs duties and how global tracking works. Ability to stay calm and kind when dealing with a frustrated customer in a different time zone. A find a way attitudesomeone who can fix an order error without needing to be told every step. Precision in checking sizes and shipping addresses to avoid expensive international mistakes.
Required Education:
A university degree (. or HND) in Communication English Marketing or a related field.
Company Industry
IT Services and IT Consulting
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
