We are seeking a highly motivated professional to join our dynamic team in the role of [Job Title]. This position offers an exciting opportunity to contribute to [specific project, department, or company mission], where you will play a key role in [key responsibility or area of focus]. The ideal candidate will possess [required experience, skills, or qualifications], with a proven ability to [specific competency or achievement]. Responsibilities include [detailed task or responsibility], [additional responsibility], and [further task], among others. Additionally, the role requires strong [essential skill or trait], exceptional [another key skill], and the capacity to [specific capability]. Successful applicants will demonstrate [desired attribute or outcome], ensuring alignment with our organizational goals and values.
The organization seeks a seasoned Customer Service Expert and Team Lead capable of cultivating outstanding customer experiences, driving sales conversions, and guiding a small team toward goal attainment.
The ideal candidate recognizes the direct link between exceptional service and revenue growth, demonstrating the confidence to execute impactful marketing strategies that deliver measurable outcomes.
Oversee and execute a comprehensive range of critical duties, ensuring alignment with organizational objectives and industry standards. Develop, implement, and monitor strategies that enhance operational efficiency, productivity, and overall performance. Collaborate closely with cross-functional teams to foster seamless communication, innovation, and problem resolution. Conduct thorough research and analysis to identify trends, opportunities, and potential risks, providing data-driven recommendations to senior leadership. Manage and prioritize multiple projects simultaneously, ensuring timely delivery while maintaining high-quality standards. Maintain compliance with regulatory requirements, internal policies, and best practices to mitigate legal and operational risks. Serve as a key liaison between departments, stakeholders, and external partners to facilitate smooth workflows and strategic partnerships. Provide mentorship and guidance to team members, fostering professional growth and a culture of continuous improvement.
Deliver exceptional customer experience by promptly addressing inquiries, resolving complaints, and processing orders across multiple channels, including phone, WhatsApp, email, and social media, while maintaining a professional demeanor.
Identify and pursue upsell and cross-sell opportunities, address customer concerns with confidence, and finalize transactions while prioritizing the customer experience.
Develop and deploy marketing initiatives, including campaigns, promotions, and follow-up sequences, with the objective of converting leads and fostering customer retention.
Provide leadership and mentorship to team members, establish daily objectives, evaluate performance metrics, and uphold uniform service quality standards.
Examine and enhance performance by monitoring critical indicators including response time, conversion rate, and customer satisfaction (CSAT). Identify persistent challenges and recommend strategic improvements to address them effectively.
Serve as the brand’s ambassador by demonstrating in-depth knowledge of bespoke clothing and leather goods, and articulate the brand’s unique value proposition to customers with precision and conviction.
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 possessing prior team leadership exposure will be regarded favorably.
Demonstrated proficiency in successfully finalizing sales transactions and effectively addressing customer objections with assurance.
Proven expertise in executing marketing initiatives, including strategies, campaigns, and sales scripts, with a hands-on approach.
Languages: Proficiency in English with exceptional communication skills is required. Familiarity with Yoruba or Igbo is considered advantageous.
Proficiency in CRM tools, WhatsApp Business, and basic spreadsheet software, coupled with exceptional organizational abilities, is required.
Possessing a proactive mindset and a talent for problem-solving, you demonstrate meticulous attention to detail while harboring a deep passion for fashion, luxury goods, and African culture.
Qualified and motivated candidates are encouraged to submit their resumes to people@traxapparel.fashion, with “Application – Customer Service Expert/Team Lead” specified in the email subject line.
Qualifications
BA/BSc/HND
Experience Required
3 years
