Customer Care Representative

Role Objective

Vivano is seeking a sophisticated and articulate Customer Care Representative to manage our client relationships and service touchpoints. You will be the primary advocate for our customers, ensuring that every query, complaint, or feedback is handled with professional grace and efficiency. The ideal candidate will possess the cogency to communicate complex product benefits clearly while fostering long-term brand loyalty through exceptional service recovery.

Key Responsibilities

1. Communication & Relationship Management

· Manage multi-channel communications, including phone calls, emails, WhatsApp, and social media inquiries, with a refined and helpful tone.

· Provide detailed product information to assist clients in making informed decisions about our luxury bedding and home collections.

· Build and maintain a robust database of customer preferences to personalize future interactions and enhance the client experience.

2. Issue Resolution & Service Recovery

· Address customer complaints and return requests with patience, empathy, and a solution-oriented mindset.

· Coordinate with the logistics and warehouse teams to track orders and provide customers with accurate, real-time updates.

· Execute service recovery protocols to turn potentially negative experiences into opportunities for brand advocacy.

3. Administrative & Strategic Support

· Document all customer interactions in the CRM system to ensure continuity of service across the team.

· Analyze recurring customer feedback and prepare weekly reports for Management to identify areas for operational improvement.

· Assist the marketing team by identifying "brand enthusiasts" and success stories for community engagement.

Qualifications & Requirements

· Education: Bachelor’s Degree (B.Sc.) in Communications, English, Psychology, or a related Social Science field.

· Experience: 0 to 2 years in a high-end customer service or client relations role; experience in luxury retail or hospitality is highly advantageous.

· Technical Skills: Proficiency in CRM software (e.g., Zoho CRM, Zendesk) and Microsoft Office Suite.

· Competencies: Exceptional verbal and written communication skills; emotional intelligence; and a punctilious approach to follow-ups.

· Legal: Valid NYSC Discharge or Exemption Certificate.

Benefits

1. HMO
2. 13th Month Allowance
3. Leave Allowance
4. 100k Monthly perfomance bonus
5. Commissions

Job Types: Full-time, Permanent, New grad

Pay: ₦250,000.00 - ₦350,000.00 per month

Application Question(s):

• Can you commute to VI Monday to Saturday?

Location:

• Lagos (Required)

Work Location: In person