Customer Service Associate (Hybrid) at Trax Apparel Global Limited – Lagos

Trax Apparel Global Limited is recruiting a hybrid Customer Service Associate in Agungi / Jakande, Lagos, to manage customer enquiries and orders across online channels, wholesale stockists and walk-in customers.

Role overview

We are looking for a smart, fast, and customer-focused Customer Service Associate to manage TRAX APPAREL’s customers across 3 channels: Online Customers, Stockists, and Walk-in / Physical Customers.

You are the link between the customer and production – from first inquiry to delivery and after-sales.

You must ensure no customer is left unattended, no order is forgotten, and no stockist is out of stock without us knowing.

Fashion / Retail experience is a strong advantage.

Online Customers (WhatsApp, Instagram, Calls)

Responsibilities

• Respond to all DMs, comments, WhatsApp messages, and calls promptly (within minutes, not hours)
• Answer questions on styles, sizes, fabrics, prices, and delivery timelines
• Share catalogue, pictures, videos, and price lists professionally
• Convert inquiries to confirmed orders – follow up on customers who “will get back to you”
• Send payment details, confirm payments, and issue receipts
• Arrange dispatch / delivery and share tracking / delivery updates
• Follow up after delivery for feedback, reviews, and repeat orders
• Stockists (B2B / Wholesale Partners)
• Manage relationships with all TRAX stockists / resellers / boutiques
• Take bulk / wholesale orders and confirm pricing, MOQ, and payment terms
• Share new collections, lookbooks, and price lists with stockists first
• Track stockist stock levels – proactively inform them when to restock
• Follow up with Production to ensure stockist orders are prioritized and ready on time
• Coordinate dispatch / waybill to stockists in different locations
• Keep record of stockist orders, payments, balances, and returns
• Resolve stockist complaints, shortages, or damages quickly and escalate when needed

Walk-in / Physical Customers

Responsibilities

• Welcome and attend to walk-in customers with warmth and professionalism
• Help customers choose styles, fabrics, and sizes
• Take measurements and order details accurately
• Explain production timeline, pricing, and pickup process clearly
• Ensure showroom is neat, displays are arranged, and samples are available

Order Management & Follow-Up

Responsibilities

• Record ALL orders in the Order Log (Name, Item, Size, Amount Paid, Balance, Delivery Date)
• Follow up daily with Production/Tailoring team on pending orders
• Proactively update customers/stockists on delays – never let them chase you
• Ensure every order is checked, well-packaged, and delivered/picked up on time

Reporting & Records

Responsibilities

• Send Daily Report to Supervisor: New inquiries, New orders, Pending orders, Payments received, Complaints
• Maintain customer and stockist database (names, numbers, location, order history)
• Track best-selling styles and report customer feedback to Management

Requirements

• OND / NCE / BSc / HND in any field (Marketing, Business Admin, Mass Comm, Fashion is a plus)
• 1-2 years experience in Customer Service, Online Sales, Retail, or as a Sales Rep
• Experience handling Instagram / WhatsApp sales OR managing stockists/resellers is a BIG PLUS
• Fluent in English, good Pidgin. Yoruba is an advantage
• Excellent typing speed and phone etiquette
• Good knowledge of WhatsApp Business, Instagram, Google Sheets / Excel
• Must be based in Lagos (Agungi/Jakande axis preferred)

Key Skills We Are Looking For

Requirements

• Speed – you reply fast, you follow up fast
• Excellent communication & persuasion
• Patience and emotional intelligence for difficult customers
• Strong organization – you don’t mix up orders
• Proactive – you chase Production, not customer chasing you
• Neat appearance and professional manners

Benefits

• Competitive Salary: N250,000 / month (based on experience).
• Commission / Incentive on Online & Stockist Sales (if applicable)
• Growth in a fast-growing fashion brand