Role Overview
The organization seeks a seasoned Customer Service Expert / Team Lead capable of providing outstanding customer experiences, driving sales conversions, and guiding a small team to achieve performance targets.
This position requires an individual who recognizes the direct correlation between exceptional service and revenue growth and possesses the confidence to execute impactful marketing strategies to achieve measurable outcomes.
Oversee a comprehensive range of critical duties encompassing the planning, execution, and supervision of projects from inception to completion, ensuring alignment with organizational objectives and industry standards. Conduct thorough research, analyze data, and develop strategic solutions to address complex business challenges. Collaborate with cross-functional teams to implement initiatives that enhance operational efficiency, productivity, and stakeholder satisfaction. Monitor performance metrics, identify trends, and recommend improvements to optimize workflows and resource allocation. Prepare detailed reports, present findings to leadership, and provide actionable insights to support informed decision-making processes. Ensure compliance with legal, regulatory, and ethical guidelines throughout all operational activities. Foster a culture of continuous improvement by mentoring staff, promoting professional development, and driving innovation within the team.
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 effectively, and finalize sales transactions while prioritizing customer satisfaction and needs.
Develop and execute comprehensive marketing initiatives, including campaigns, promotional activities, and follow-up sequences, aimed at converting leads and fostering customer retention.
Guide and empower the team by providing leadership and support, establishing daily performance objectives, tracking progress, and maintaining high service standards consistently.
Analyze and enhance performance by monitoring essential indicators such as response time, conversion rate, and Customer Satisfaction (CSAT) scores. Identify persistent challenges and develop strategic solutions to address them.
As the face of the brand, serve as a knowledgeable representative, demonstrating deep expertise in bespoke clothing and leather goods while articulating the brand’s unique value proposition to customers with clarity and conviction.
What We’re Looking For
With a minimum of three years of hands-on experience in customer service, sales, or other client-facing positions, candidates will be considered. Prior experience in a team leadership capacity is advantageous.
Demonstrates a strong track record in successfully finalizing sales transactions and effectively addressing buyer concerns with assurance.
Proven ability to execute marketing initiatives, including the implementation of strategic plans, campaigns, or sales scripts, with a hands-on approach.
Excellent proficiency in English communication is essential. Familiarity with Yoruba or Igbo would be considered an asset.
Technical Skills: Demonstrated proficiency in organizational methods alongside adeptness with CRM tools, WhatsApp Business, and fundamental spreadsheet applications.
A proactive mindset characterized by strong problem-solving skills and meticulous attention to detail, coupled with a deep passion for fashion, luxury goods, and African culture.
Submit a comprehensive resume to people@traxapparel.fashion, with the subject line “Application – Customer Service Expert/Team Lead,” for consideration by qualified applicants.
Qualifications
BA/BSc/HND
Experience Required
3 years
