Customer Experience Officer

Responsibilities:

• Handle customer enquiries via WhatsApp, email, Instagram DM, phone calls, and website chat
• Respond promptly, clearly, and professionally across all platforms
• Manage order-related issues, complaints, refunds, and resolutions calmly and efficiently

Retail & Online Orders Track online and in-store orders from purchase to delivery

• Liaise with logistics and fulfilment partners
• Update customers on order status and delays where necessary
  

Home Service & Studio Experience

• Manage booking requests for home service and studio appointments
• Coordinate schedules between clients and stylists
• Confirm appointments, send reminders, and follow up post-service
• Ensure client feedback is collected and logged

Customer Relationship Management

• Maintain accurate customer records and interactions
• Identify repeat customers and support retention initiatives
• Escalate sensitive issues appropriately and professionally

Brand Representation

• Uphold My Hair’s tone, values, and service standards in every interaction.
• Act as a bridge between customers and internal teams (operations, stylists, marketing)

Requirements:

• 1–3 years experience in customer service, customer experience, or client-facing roles
• Experience in beauty, retail, lifestyle, or service-based brands is an advantage
• Strong written and verbal communication skills
• Comfortable using WhatsApp Business, Instagram, email, and CRM tools Highly organised, calm under pressure, and solution-oriented
• Genuine interest in beauty, hair, and women -focused brands