Customer Service Representative

Onyx Beauty Hub is a luxury hair brand that offer wholesale and retail of virgin hair and raw single donor hairs . We offer variety of hair textures, including straight, wavy and curly hairs. Our hairs are carefully sourced and selected from various donors in China, Vietnam, Laos, Cambodia, Philippines, India, Burma, Argentina.

Job Title: Customer Service Representative

Location: Lekki Phase 1, Lagos

Employment Type: Full-time

Role Overview

• As a Customer Service Representative at Onyx Beauty Hub, you will be the first point of contact for customers, ensuring their inquiries, complaints, and feedback are handled professionally and promptly.
• You will play a vital role in delivering an exceptional customer experience that aligns with the luxury standards of the brand.

Key Responsibilities

• Greet and engage customers in a friendly and professional manner across all communication channels (phone, email, social media, and in-person).
• Address customer inquiries about products, services, and policies with comprehensive and accurate information.
• Assist customers in selecting products that meet their needs, providing recommendations when appropriate.
• Manage customer complaints effectively, ensuring timely resolution to maintain customer satisfaction.
• Escalate unresolved issues to the appropriate department or supervisor when necessary.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Track and provide updates on order status, delivery timelines, and stock availability.
• Maintain in-depth knowledge of Onyx Beauty Hub’s product offerings, including raw and Remy hair, wigs, closures, and styling options.
• Educate customers on product care, usage, and unique selling points.
• Record and update customer information accurately in the CRM system (e.g., Odoo).
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Support the sales team by identifying opportunities to upsell or cross-sell products.
• Collaborate with the sales team to meet revenue and customer satisfaction goals.
• Gather customer feedback and share insights with relevant teams to improve products and services.
• Prepare and submit weekly reports on customer interactions and trends.
• Uphold Onyx Beauty Hub’s luxury brand standards in every customer interaction.
• Ensure professionalism and discretion, especially when dealing with VIP clients.

Requirements

• Candidates should possess an HND / BA / BSc with 2 – 4 years experience.

Salary

• N100,000 – N120,000 / Month.