Customer Service Associate
Reporting to Creative Lead
Employment Hybrid
Location Lekki, Lagos
Salary Range NGN 120,000 monthly
Role Summary
The Customer Service Associate at DWL is responsible for managing client communication and endto-end client orders across all customer touchpoints, including WhatsApp, email, Instagram, website, and other customer service channels. This person is often the first direct interaction a client has with DWL, so they must communicate with warmth, clarity, professionalism, and luxury-level attention. The Customer Service Associate will guide clients from inquiry to lookbook sharing, consultation, measurement collection, invoice follow-up, production updates, delivery, and after-sales support. The ideal candidate must be responsive, polite, organized, detail-oriented, and able to manage multiple client conversations while ensuring that every client feels seen, guided, and well cared for.
KEY RESPONSIBILITIES —
Client Communication
- Respond to client inquiries across WhatsApp, email, Instagram, website, and other customer touchpoints.
- Provide timely, warm, clear, and professional responses to all customer messages.
- Guide clients through the DWL order process from inquiry to delivery.
- Share lookbooks, price lists, size guides, measurement guides, consultation details, payment information, and delivery timelines.
- Answer questions about styles, sizing, timelines, fittings, delivery, customization, and availability.
- Follow up with clients who have shown interest but have not completed their orders.
End-to-End Client Order Management
- Manage client orders from first inquiry to final delivery.
- Collect client details including full name, phone number, email, country, location, and preferred currency.
- Route clients to the correct lookbook or pricing category based on location.
- Confirm style selections, sizes, measurements, fabric choices, color preferences, delivery details, and timelines.
- Ensure all required order details are complete before production begins.
- Update the order dashboard or CRM at each stage of the client journey.
- Track orders from inquiry to consultation, invoicing, payment, production, delivery, and aftersales follow-up.
Measurement & Consultation Support
- Share DWL measurement guides with clients when required.
- Support clients with selecting standard sizes or submitting custom measurements.
- Coordinate virtual or in-person consultations when needed.
- Ensure measurements are complete and properly documented before orders are passed to production.
- Escalate unclear measurements, special requests, or fit concerns to the appropriate team member.
Payment & Invoice Follow-Up
- Send invoices or payment details as instructed.
- Follow up on pending payments professionally.
- Confirm payment before production begins.
- Update client order records once payment is received.
- Communicate production timelines clearly after payment confirmation.
Customer Experience
- Maintain a polished, warm, and luxury customer service tone at all times.
- Make clients feel guided, valued, and confident in their DWL experience.
- Handle complaints, delays, and concerns calmly and professionally.
- Escalate sensitive issues to management where necessary.
- Follow up after delivery to confirm client satisfaction.
- Record client feedback and recurring questions for service improvement.
Documentation & CRM
- Maintain accurate client records in the CRM, Google Sheet, Airtable, Notion, or approved order dashboard.
- Keep communication records organized.
- Track client status, preferences, measurements, order history, and follow-up dates.
- Ensure accurate handover of order details to production.
REQUIREMENTS —
- Previous experience in customer service, client relations, retail, fashion, luxury sales, or administrative support.
- Excellent written communication skills.
- Strong command of professional WhatsApp, Instagram DM, email, website, and client-service etiquette.
- Ability to respond quickly, clearly, and warmly.
- Strong attention to detail.
- Ability to manage multiple client conversations and orders at once.
- Organized and comfortable with tracking client information.
- Must be polite, patient, emotionally intelligent, and solution-driven.
- Must understand confidentiality and client discretion.
Preferred Skills —
Experience working with a fashion, beauty, lifestyle, retail, or luxury brand.
Familiarity with Instagram, WhatsApp Business, website inquiries, Google Sheets, Airtable, Notion, or CRM tools.
Basic understanding of garment sizing, measurements, tailoring, and custom orders.
Sales follow-up experience.
Ability to write polished client-facing messages.
Salary range: ₦120,000 monthly
The ideal candidate is warm, polished, organized, responsive, and confident in handling premium clients. They must understand that every client message represents DWL, and that customer service is not just answering questions, it is building trust.
