Customer Service Officer

Responsibilities:

• Learn about the products and services of our brand to effectively communicate value and provide knowledge support to customers.
• Lead and manage the customer service department to provide exceptional skincare support.
• Design and implement strategies that enhance the customer journey and satisfaction.
• Train, mentor, and inspire a team of customer service representatives.
• Monitor customer service metrics and provide coaching and support as needed.
• Identify and implement improvements in processes, tools, and training.
• Work closely with other departments (sales, marketing, fulfilment) to ensure a smooth, end-to-end customer experience.
• Manage customer service budgets and optimise resource use.
• Collect and analyse customer feedback to identify trends and improve service quality.
• Ensure consistency and professionalism in all customer interactions.
• Report performance and key insights to senior management.

Requirements:

• 1-3 years of experience in customer service management, preferably in skincare, beauty, wellness, or retail.
• Strong leadership and team-building skills with a positive, motivational approach.
• Exceptional communication and people skills, especially in handling sensitive or complex customer concerns.
• Familiarity with CRM tools, customer support platforms, and modern service best practices.
• Analytical mindset with the ability to solve problems quickly and effectively.
• Able to thrive in a fast-paced, evolving environment.
• Bachelor's degree in Business, Management, or a related field (preferred).
• A genuine passion for skincare and customer care.
• Willingness to commit to the role for a minimum of 3 years.
• Willingness to relocate to any of our operational locations (Abuja, Lagos and Port Harcourt) if necessary, accommodation is available for relocation.