Customer Experience Manager Intern at Bincom ICT Solutions Limited

Bincom ICT Solutions Limited - Our client, Faitress Beauty Limited is a fast growing beauty business focused on providing clients with the best hair extensions, wig services and professional hair care services. We are focused on a global market but are headquartered in Lagos, Nigeria.

We are recruiting to fill the position below:

Job Position: Customer Experience Manager
Job Location: Onikan, Lagos

Job Description

• This is a short-term internship (6 months – 1-year contract) position which may translate to a full-time role based on performance.

Responsibilities
The person will:

• Listen to customers' questions and concerns, and provide answers or responses as well as general support
• Provide information about hair products, colour, wigging and hair care services
• Take orders, calculate charges, and process billing or payments
• Help to generate sales leads while providing information about wigs and other hair units available or services
• Review or make changes to customer accounts at the backend
• Handle returns or complaints
• Like and share as well as minimal content provision on social media pages
• Record details of customer contacts and actions taken
• Refer customers to supervisors or more experienced employees
• Process cash refunds/exchanges, and help customers locate items.
• Submit and reconcile expense reports.
• Provide daily in store styling of all wigs and hair pieces as well as keep tidy store  environs
• Maintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Support all company initiatives such as periodically distributing fliers etc, give actionable feedback, share best practices and serve as advocate and information source for  company.
• Keep abreast of industry trends, competition, and new opportunities.

Key Skills

• Needs strong communication skills to answer customers clearly. Must understand and communicate information effectively in writing, by phone, or in person.
• Help retain customers by answering customer questions and complaints in a helpful and professional manner.
• Creating positive interactions with customers is an essential part of a representative’s job.
• Must listen carefully and understand a customer's situation in order to help them.
• Workers should be patient and polite, especially when interacting with difficult or irate customers.
• Must determine solutions to a customer's problem. By resolving issues effectively,representatives contribute to customer loyalty and retention
• Working knowledge of office equipment, like printers.
• Strong organizational skills with the ability to multi-task.
• Accuracy / attention to detail.
• Willingness to obtain in house training for back end use of the Faitress website and uploading new products as well as effecting price change.

Experience, Skills & Personal Competencies:

• Adaptability.
• Time Management Skills.
• Proficiency in MS Office (MS Excel, Ms word).
• Excellent time management skills and the ability to prioritize work.
• Proficiency in using POS devices as well as applications for sales
• Strong documentation skills
• Flair for beauty services and products.