We are seeking a dynamic professional to join our team as [Job Title]. This position is designed for an individual with [X] years of experience in [industry/field], preferably in a role focused on [specific function or sector]. The ideal candidate will possess strong competencies in [key skill 1], [key skill 2], and [key skill 3], along with a proven ability to [specific responsibility or achievement]. Responsibilities include [responsibility 1], [responsibility 2], and [responsibility 3], while collaborating with cross-functional teams to deliver [specific outcome or goal]. Proficiency in [relevant tool, software, or methodology] is essential, and experience with [another relevant tool, software, or methodology] is strongly preferred. The successful applicant will demonstrate exceptional organizational skills, attention to detail, and the capacity to thrive in a fast-paced environment.
The organization seeks a Customer Service Expert and Team Lead capable of delivering outstanding customer experiences while driving sales and guiding a small team to meet objectives.
This position requires an individual who recognizes the direct correlation between exceptional service and financial growth, with the confidence to execute effective marketing strategies to achieve measurable outcomes.
Oversee and execute a comprehensive range of duties encompassing strategic planning, operational management, and team leadership to ensure organizational success. Develop and implement policies, procedures, and best practices to enhance efficiency, productivity, and compliance with industry standards. Foster a collaborative work environment that encourages innovation, accountability, and continuous improvement. Monitor performance metrics, analyze data, and provide actionable insights to support data-driven decision-making. Collaborate with cross-functional teams to align goals, streamline workflows, and achieve key performance indicators. Serve as a liaison between senior management and employees to facilitate transparent communication and drive organizational alignment.
Deliver exceptional customer service by managing inquiries, complaints, and orders efficiently across phone, WhatsApp, email, and social media channels, maintaining a high standard of professionalism and responsiveness.
Identify and pursue upsell and cross-sell opportunities to maximize revenue, effectively address and resolve customer concerns, and finalize transactions with a strong focus on customer satisfaction and priority.
Develop and execute comprehensive marketing initiatives, including targeted campaigns, promotional activities, and systematic follow-up sequences, aimed at converting leads into paying customers and fostering long-term customer retention.
Provide leadership and mentorship to junior team members, establish daily objectives, track performance metrics, and uphold uniform service quality standards throughout the team.
Track and enhance performance by monitoring essential metrics, including response time, conversion rate, and customer satisfaction (CSAT). Identify persistent challenges and develop actionable strategies to address them effectively.
Serve as the brand’s ambassador by demonstrating deep expertise in customized apparel and leather accessories, translating the brand’s unique identity into compelling customer interactions.
What We’re Looking For
With a minimum of three years of hands-on experience in customer service, sales, or any client-facing capacity, candidates should ideally possess prior team leadership exposure.
Possesses strong sales aptitude with a track record of successfully finalizing deals and addressing customer concerns with assurance.
Proven ability to execute marketing strategies, campaigns, and sales scripts with practical, hands-on experience.
Fluency in English is essential, with proficiency in either Yoruba or Igbo considered a valuable asset.
Technical Skills: Exceptional organizational abilities and proficiency with CRM tools, WhatsApp Business, and fundamental spreadsheet applications.
A proactive, detail-oriented approach to problem-solving, coupled with a strong passion for fashion, luxury goods, and African culture.
Qualified applicants are encouraged to submit their resumes via email to people@traxapparel.fashion, with the subject line specified as “Application – Customer Service Expert/Team Lead.”
Qualifications
BA/BSc/HND
Experience Required
3 years
