Customer Service Representative
White Labelled Employer
Today
Job descriptions & requirements
ABOUT THE COMPANY
A multi-sector recruiter on the hunt for talent from entry level to C-suite positions on behalf of corporate entities.
JOB SUMMARY
About the role:The Customer Service Representative (CSR) supports the Commercial Department by managing customer relationships after purchase, cordinating deliveries and assisting with sales outreach and marketing campaigns. This is an office-based role focused on communication, follow-ups, lead nurturing, and maintaining a premium customer experience consistent with our luxury brand. The CSR will also take occasional store rounds to familiarize themselves with the products an support inventory-related tasks when required.
RESPONSIBILITIES
Key Responsibilities1. Customer Follow-Up & Relationship ManagementCall customers after purchase to confirm their shopping experience and gather feedback.Assist clients with order updates, inquiries, or after-sale support.Track customer issues and ensure timely resolution in collaboration with internal teams.Maintain accurate customer interaction records in CRM or follow-up trackers.2. Delivery CoordinationConfirm and track delivery timelines for customer orders.Liaise with dispatch, logistics, and store teams to ensure goods reach clients on time.Proactively inform customers of any delays or updates.Monitor and report delivery performance and exceptions.3. Sales Outreach & Lead ManagementConduct cold calls and warm calls to re-engage past customers and introduce new arrivals.Reach out to customers during campaigns, promotions, or key seasons to drive traffic and sales.Support the commercial team with lead qualification and conversion follow-ups.Maintain structured call lists and follow-up schedules.4. Campaign SupportAssist the Head of Commercial in executing marketing and sales campaigns.Prepare call scripts, outreach lists, and response trackers.Share customer feedback and insights to improve campaign targeting and messaging.Support SMS, WhatsApp, or email communication rolled out by the commercial team.5. Store Rounds & Product FamiliarityVisit stores periodically to interact with inventory, learn new collections, and understand product features.Participate in occasional stock-take exercises for hands-on familiarity and inventory alignment.Report any product issues or feedback relevant to sales and customer service.6. Reporting & AdministrationPrepare weekly reports summarizing:Customer follow-upsDelivery statusOutreach resultsCampaign feedbackMaintain clean and updated customer databases.Qualifications & SkillsExperience in customer service, telesales, sales support, or call center roles.Excellent telephone etiquette and communication skills.Strong organizational and follow-up skills.Ability to multitask and coordinate with different departments.Basic understanding of CRM systems or digital tracking tools (training can be provided).Interest in luxury products and fashion (added advantage).Personal AttributesProfessional, warm, and articulate.Highly organized, detail-oriented, and consistent.Self-motivated with a positive attitude.Reliable, disciplined, and able to work with minimal supervision.Team player with a willingness to support broader commercial goals.
REQUIRED SKILLS
Order handling, Document and archive management, Planning, Call center operation (customer support), Customer service, Stock and inventory management, After sales
REQUIRED EDUCATION
Diploma, Associate's degree
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