About the Job
The successful candidate will combine customer service and customer success responsibilities to improve customer satisfaction, drive customer retention, and enhance the overall customer experience for a clothing brand.
The role involves engaging customers, monitoring customer feedback and performance metrics, identifying opportunities for improvement, and collaborating with internal teams to ensure seamless service delivery.
Key Responsibilities
* Serve as a primary point of contact for customers, responding to inquiries, concerns, and feedback professionally and promptly.
* Manage escalated customer complaints and ensure timely and effective resolution.
* Proactively engage customers to understand their needs, encourage product adoption, and improve their overall experience.
* Build and maintain strong customer relationships to improve satisfaction, loyalty, retention, and long-term value.
* Monitor customer engagement and satisfaction levels, identify potential risks, and recommend appropriate solutions.
* Identify opportunities for upselling, cross-selling, and account growth based on customer needs.
* Collaborate with the Production, Sales, Marketing, and other relevant teams to resolve customer issues and improve service delivery.
* Identify gaps in customer service processes and recommend improvements to enhance efficiency and customer satisfaction.
* Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using Apparel Magic.
* Track and report key customer service and success metrics, including response times, resolution rates, customer satisfaction, and retention.
* Manage high volumes of customer interactions across phone, email, and digital platforms while maintaining consistent service quality.
* Use customer feedback and data insights to identify trends, anticipate customer needs, and support continuous improvement initiatives.
Requirement
* Bachelor’s degree, HND, or equivalent qualification.
* A minimum of 5 years of overall work experience.
* At least 3 years of experience in customer service or customer success.
* Experience managing customer complaints, escalations, and relationship management.
* Experience maintaining customer records, preparing reports, and tracking performance metrics
* Excellent verbal and written communication skills.
* Strong interpersonal and relationship management skills.
* Excellent customer service and problem-solving abilities.
* Strong attention to detail and documentation skills.
* Good organizational and time management skills.
* Ability to analyse customer feedback and track performance metrics.
* Strong stakeholder management and cross-functional collaboration skills.
* Adaptability and the ability to manage multiple customer requests effectively.
* Ability to identify process gaps and recommend practical improvements.