CUSTOMER SERVICE OFFICER

We are looking for a passionate, customer-focused and solutions-driven Customer Service Officer to join our team.

As a fashion retail brand, we believe that every customer interaction is an opportunity to create a memorable experience. The ideal candidate will be warm, professional, confident and passionate about helping customers while representing the brand to the highest standard.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer enquiries across phone, WhatsApp, email and social media channels.
• Assist customers with product enquiries, availability, pricing, orders, payments and delivery information.
• Handle customer complaints and concerns professionally, ensuring timely and effective resolution.
• Follow up on customer requests, orders, returns, exchanges and refunds.
• Maintain accurate records of customer interactions and complaints.
• Liaise with Stores, Sales, E-commerce, Logistics and other teams to resolve customer issues.
• Escalate complex or sensitive customer issues to the appropriate team or manager.
• Proactively follow up with customers to ensure issues have been resolved satisfactorily.
• Maintain a strong knowledge of the brand, products, promotions, policies and customer service standards.
• Identify recurring customer complaints and provide feedback to management to improve the customer experience.
• Support customer retention initiatives and promote a positive brand relationship.
• Ensure all customer interactions reflect the brand's tone, values and service standards.

WHAT WE ARE LOOKING FOR

• Minimum of 4 years' experience in Customer Service, Client Experience, Hospitality or Retail, preferably within fashion, beauty, luxury or lifestyle.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management skills.
• Ability to remain calm, patient and professional when dealing with difficult customers.
• Strong problem-solving and conflict-resolution abilities.
• Good computer literacy and familiarity with CRM, WhatsApp Business and social media platforms.
• Strong attention to detail and ability to multitask.
• Ability to work in a fast-paced retail environment.
• A genuine passion for fashion, retail and customer experience.
• Ability to work weekends and public holidays when required.

PERSONAL ATTRIBUTES

We are looking for someone who is:

Customer Obsessed Warm Articulate Solution-Oriented Empathetic Professional Detail-Oriented Resilient Proactive

WHAT WE OFFER

• Competitive salary
• Performance-based incentives
• Staff discount
• Career development opportunities
• Training and continuous learning
• Exposure to a dynamic fashion retail environment
• Opportunity to grow with a fast-growing brand

HOW TO APPLY

If you are passionate about people, fashion and delivering exceptional customer experiences, we would love to hear from you.

Send your CV to: [email protected]
Subject: Customer Service Officer

Work Location: In person