Customer Service Representative

Company: Seinde Signature Limited
Department: Customer Experience / Sale

Level: Middle Level
Reports To: G.M Marketing & Sales
Location: Lagos, Nigeria
Employment Type: Full-Time (Onsite)

Overview of Seinde Signature Limited

Seinde Signature Limited is a luxury fragrance retailer committed to delivering exceptional customer experiences through its curated selection of premium and niche fragrances. The company provides customers with access to exclusive perfumes and fragrance products while maintaining high standards of service, product knowledge, and personalised, recommendations.

Job Overview

The Customer Service Representative will serve as the primary point of contact for customers across the company's digital communication channels, including social media platforms, WhatsApp, email, website enquiries, and other approved channels.

The successful candidate will be responsible for responding promptly to enquiries, understanding customer needs, recommending suitable products, nurturing leads, and converting enquiries into completed sales. The role requires a strong customer-centric mindset, excellent communication skills, commercial awareness, and the ability to deliver a seamless luxury shopping experience from initial enquiry to purchase and post-purchase support.

Key Responsibilities

A. Digital Customer Engagement

• Manage all incoming customer enquiries across the company's digital platforms and communication channels.
• Respond promptly, professionally, and courteously to messages, comments, direct messages, emails, and other customer requests.
• Provide accurate information on available products, fragrance notes, pricing, product availability, payment options, delivery timelines, and return or exchange policies.
• Maintain consistent brand messaging and uphold Seinde Signature's luxury positioning in all customer interactions.
• Proactively engage prospective customers and ensure that no enquiry is overlooked.

B. Lead Conversion and Sales Generation

• Convert incoming enquiries and prospective customer leads into paying customers through effective engagement, product recommendations, follow-ups, and sales techniques.
• Identify customer preferences, budgets, occasions, and fragrance needs to recommend suitable products.
• Follow up on pending enquiries, abandoned purchase intentions, and undecided prospects to encourage purchase completion.
• Communicate product benefits, unique selling points, and relevant promotions to support purchasing decisions.
• Recommend complementary products and premium alternatives where appropriate to increase average order value.
• Meet or exceed assigned sales conversion, revenue, response time, and customer engagement targets.
• Maintain an organised pipeline of enquiries, follow-ups, pending orders, and successfully converted leads.

C. Order Processing and Fulfilment Coordination

• Guide customers through the purchasing process, including product selection, order confirmation, payment, and delivery arrangements.
• Accurately capture customer details and order information and ensure that confirmed orders are promptly communicated to the appropriate internal teams.
• Liaise with the Sales, E-commerce, Inventory, Logistics, and Finance teams to confirm product availability, payment status, and order fulfilment.
• Keep customers informed about order status, delivery updates, and any changes affecting their purchases.
• Escalate order discrepancies, delayed deliveries, payment issues, and other fulfilment concerns to the relevant teams for resolution.

D. Customer Experience and Relationship Management

• Deliver personalised, attentive, and professional service that reflects the company's commitment to exceptional customer experience.
• Build and maintain positive customer relationships to encourage repeat purchases, referrals, and long-term loyalty.
• Handle complaints, enquiries, returns, exchanges, and service concerns professionally and in line with company policies.
• Resolve customer issues within the scope of assigned authority and escalate complex or sensitive matters appropriately.
• Conduct post-purchase follow-ups to confirm customer satisfaction, address concerns, and encourage repeat business.
• Identify recurring customer concerns and recommend practical improvements to service delivery.

E. Customer Records and Reporting

• Maintain accurate records of customer enquiries, leads, interactions, follow-ups, complaints, and sales conversions using approved company systems.
• Ensure that all customer interactions and sales opportunities are documented and tracked appropriately.
• Prepare periodic reports on enquiry volumes, response times, lead conversion rates, sales generated, customer complaints, and other assigned performance indicators.
• Monitor frequently asked questions, customer preferences, and buying patterns to identify opportunities for improved engagement and sales.
• Maintain the confidentiality and security of customer information in accordance with company policies and applicable data protection requirements.

F. Cross-Functional Collaboration

• Work closely with the Marketing team to respond to leads generated through campaigns, advertisements, influencer partnerships, and other promotional activities.
• Collaborate with store teams to confirm stock availability, arrange product reservations, and facilitate seamless online-to-offline customer experiences.
• Share customer feedback, emerging preferences, and sales opportunities with relevant departments.
• Support the implementation of customer engagement initiatives, promotions, and service improvement projects.
• Perform other related duties as may reasonably be assigned by Management.

Key Performance Indicators (KPIs)

Performance will be assessed using measurable targets, including:

• Response Time: Timely acknowledgement and resolution of customer enquiries within established service standards.
• Lead Conversion Rate: Percentage of qualified enquiries converted into completed purchases.
• Sales Revenue: Revenue generated from digital enquiries and assigned customer leads.
• Follow-Up Effectiveness: Percentage of outstanding leads followed up within the prescribed timeframe.
• Customer Satisfaction: Customer feedback, satisfaction ratings, and service quality assessments.
• Order Accuracy: Accuracy of customer details, order records, and order handovers.
• Customer Retention: Repeat purchases, customer referrals, and successful post-purchase engagement.
• Complaint Resolution: Timely and effective resolution or escalation of customer complaints.
• Record-Keeping and Reporting: Accuracy and completeness of customer records and submission of required reports.

Minimum Qualifications and Experience

• A Bachelor's degree or HND in Business Administration, Marketing, Communications, Customer Relations, or a related discipline is an advantage.
• A minimum of 3 years' experience in customer service, telesales, digital sales, e-commerce, or a similar customer-facing role.
• Experience managing business communications through WhatsApp Business, Instagram, Facebook, email, and other digital channels.
• Experience in luxury retail, beauty, fashion, fragrances, hospitality, or premium consumer products will be an added advantage.
• Demonstrated ability to convert enquiries into sales and achieve measurable commercial targets.

Required Skills and Competencies

• Excellent written and verbal communication skills.
• Strong sales, persuasion, negotiation, and lead-conversion skills.
• Customer-centric approach with a genuine commitment to service excellence.
• Strong interpersonal skills, emotional intelligence, patience, and professionalism.
• Ability to understand customer needs and provide personalised product recommendations.
• Strong organisational skills and the ability to manage multiple conversations simultaneously.
• Good attention to detail and accuracy in processing orders and maintaining customer records.
• Proficiency in Microsoft Office, Google Workspace, customer relationship management tools, and digital communication platforms.
• Ability to work independently, meet deadlines, and perform effectively in a target-driven environment.
• Strong problem-solving skills and the ability to handle difficult customer interactions tactfully.
• High level of integrity, confidentiality, accountability, and ownership.

Behavioural Expectations

The successful candidate is expected to:

• Represent Seinde Signature's values of Passion for Innovation, Deliver Excellence, Exceptional Customer Service, Master Your Craft, and Represent Luxury.
• Communicate with customers in a courteous, confident, and solution-oriented manner.
• Demonstrate urgency in responding to enquiries and following up on sales opportunities.
• Take ownership of customer issues until they are resolved or appropriately escalated.
• Maintain a polished, professional, and brand-consistent communication style.
• Remain proactive, commercially aware, and committed to continuous improvement.

Application Process

Interested and qualified candidates should submit their CV to [email protected], using Customer Service Representative as the subject of the email.

Pay: ₦350,000.00 per month

Work Location: In person