Customer Service Representative

Responsibilities:

• Respond promptly and professionally to client inquiries via phone, email, WhatsApp, and in-clinic conversations.
• Provide detailed information about treatments, products, and promotions to help clients make informed decisions.
• Actively follow up with clients post-treatment to check satisfaction, gather feedback, and address any concerns.
• Manage and resolve service-related complaints empathetically, ensuring timely resolution and client recovery.
• Document customer interactions, feedback, and complaints accurately in the CRM system.
• Escalate complex issues to supervisors or clinical staff, ensuring seamless communication and resolution.
• Support sales efforts by recommending products and treatments based on client needs and previous service history.
• Maintain high service quality standards by adhering to company communication protocols and response timelines.
• Track and report client service metrics such as response times, satisfaction scores, and repeat visit rates.
• Contribute to customer loyalty initiatives, including rebooking encouragement, referrals, and membership programs.
• Other responsibilities as assigned by management.

Requirements:

• Bachelor's degree in Mass Communication, Business Administration, Marketing or related field.
• 1–3 years of experience in customer service-focused roles.
• Previous experience in retail, wellness, healthcare or spa is a plus
• Strong written and verbal communication skills.
• Strong interpersonal skills.
• Ability to multitask and handle high message volumes.
• Ability to work under pressure and maintain professionalism.
• Problem-solving and decision-making skills
• Attention to detail and customer empathy.
• Team player with ability to work under minimal supervision.
• Familiarity with CRM systems and client record management.
• Knowledge of skincare products and treatment options (training will be provided).
• Understanding of customer service KPIs and reporting.
• Basic knowledge of complaint handling and escalation procedures.
• Awareness of confidentiality and client data protection standards.

Remuneration: NGN 250,000-N350,000

Benefits:

• Health Insurance
• Annual Leave