About the Role
Natural Girl Wigs is a premier beauty brand dedicated to producing natural textured hair for Black women across the world. We are looking for a passionate and detail-oriented Customer Support Officer to join our dynamic team and own the entire customer journey from inquiry to resolution.
Key Responsibilities- Respond promptly to customer inquiries across WhatsApp, Instagram, phone, email, and other digital channels.
- Provide expert guidance on our products, pricing, availability, and delivery options to assist with purchases.
- Manage customer complaints from initial report to complete resolution, ensuring no issue falls through the cracks.
- Collaborate closely with Sales, Operations, Styling, and Production teams to resolve cross-departmental customer issues.
- Maintain accurate records of customer interactions, feedback, orders, and resolutions.
- Identify recurring customer pain points and flag patterns to help improve our products and internal processes.
- Proven experience in customer support, customer service, sales support, or a similar customer-facing role.
- Exceptional written and verbal communication skills with a natural, empathetic tone.
- High proficiency in handling high-volume conversations across WhatsApp, Instagram, and phone channels.
- Strong problem-solving abilities and a proactive mindset to take complete ownership of customer issues.
- Prior experience supporting beauty, fashion, retail, or consumer brands is a strong advantage.
- Competitive salary with performance-driven incentives.
- Opportunity to grow within a fast-growing, innovative global beauty brand.
- Collaborative and supportive work culture that values initiative and excellence.