Customer Relations Specialist

Responsibilities:

Customer Inquiry Management:

• Respond promptly and professionally to customer inquiries across multiple platforms, including Instagram, WhatsApp, Twitter, and phone, ensuring each interaction reflects the brand’s high standards.
• Address product-related questions, order status inquiries, and other customer concerns with clarity and empathy.

Complaint Resolution:

• Handle customer complaints and issues with a solutions-oriented mindset, demonstrating empathy and proactively resolving concerns.
• Document issues and resolutions, identifying recurring concerns and potential areas for improvement.

Customer Satisfaction Improvement:

• Develop and implement strategies to enhance customer satisfaction, drawing insights from customer feedback and industry best practices.
• Collaborate with the team to refine customer service procedures, aligning efforts to meet and exceed customer expectations.

Customer Needs Assessment:

• Identify and assess customer needs, recommending appropriate products or solutions tailored to individual preferences and requirements.
• Provide personalized suggestions based on product knowledge and customer insights to enhance the shopping experience.

Communication and Reporting:

• Demonstrate excellent written and oral communication skills, ensuring all interactions are clear, concise, and customer-centric
• Proactively communicate system issues, process bottlenecks, and customer feedback trends to management to facilitate continuous improvement.

Industry Knowledge and Adaptability:

• Stay up-to-date on industry trends, product developments, and competitors’ offerings to provide informed support and recommendations to customers.
• Adapt to evolving company policies, new product launches, and technology updates to maintain effective customer service.

Organization and Multitasking:

• Maintain a highly organized workflow, prioritizing and balancing multiple tasks to manage a dynamic customer support environment.
• Track and manage customer interactions, follow-ups, and escalations, ensuring timely resolutions.

Team Collaboration:

• Work collaboratively with other departments, including sales, marketing, and fulfillment, to resolve customer issues and optimize the overall customer experience.
• Attend regular team meetings to stay aligned with company goals, service strategies, and performance targets.

Requirements:

• Proven experience in customer service, customer relations, or a related role.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to handle customer complaints and resolve issues with professionalism and a sense of urgency.
• Excellent multitasking and organizational skills, with a focus on prioritizing tasks effectively.
• Knowledge of customer service principles, practices, and tools.
• Familiarity with social media platforms (e.g., Instagram, Twitter) and messaging apps (e.g., WhatsApp).
• Ability to work on-site at the D'Scentsation office in Maryland, Lagos, with a team-oriented mindset.
• Any degree in communications, business administration, or a related field.
• Experience in the beauty, fragrance, or retail industry is a plus.

If you have a passion for customer service, an eye for detail, and a desire to create positive experiences, we’d love to hear from you! Join D'Scentsation as a Customer Relations Specialist and help us build lasting relationships with our valued customers.