Client Services Specialist

Job Profile: Client Services Specialist (Gift Store – Lagos)

CGD is a fully integrated departmental gift store with the largest collections of giftware across premium, lifestyle and everyday categories in Lagos Nigeria.

Role Purpose
- Deliver premium customer experience by guiding clients through order selection, personalization, and fulfillment across Custom Gifts & Designs Limited’s gifting categories.
- Provide expert, brand-aligned recommendations for premium jewelry & accessories, balloon crafts, fresh flowers, and related gift expressions.
- Ensure orders are accurate, timely, and delightfully presented from inquiry through delivery/pickup.

Key Responsibilities
- Client Service & Consultation
- Welcome clients and understand needs, occasions, preferences, and budget.
- Provide expert guidance on product selection and customization options across gift categories.
- Recommend premium alternatives and upsells ethically (based on the client’s goals, not pressure).
- Order Selection, Processing & Fulfillment
- Translate client requests into clear order details for internal processing.
- Coordinate with store teams (and partners where relevant) to confirm availability, pricing, and lead times.
- Track orders through fulfillment stages to ensure correctness and on-time delivery/pickup.
- Product Knowledge & Brand Experience
- Maintain strong working knowledge of premium brands/products carried within each category.
- Ensure client recommendations reflect current styles, quality standards, and brand identity.
- Support category execution (e.g., presentation expectations for jewelry, flower freshness standards, balloon craft aesthetics).
- Customer Communication & Problem Resolution
- Respond to inquiries promptly via phone/WhatsApp/walk-ins (and email if applicable).
- Handle complaints or issues professionally, propose solutions, and escalate appropriately.
- Confirm order details with clients (notes, spellings/names, sizes, colors, delivery timing).
- Documentation & Operational Support
- Maintain accurate records of orders, client requests, receipts, and confirmations.
- Adhere to store SOPs for payments, delivery instructions, and handover/pickup processes.
- Keep the client journey seamless by coordinating with team members and supervisors.

Requirements (Must-Have)
- Proven client-facing experience in a gift store, premium retail, or related high-touch service role.
- Demonstrated product knowledge in one or more key categories:
- Jewelry & accessories (quality awareness, premium brand familiarity, sizing/fit guidance where relevant)
- Balloon crafts (design taste, color/theme matching, arrangement basics)
- Fresh flowers (basic floral handling standards, arrangement styles, seasonality awareness)
- Premium brand/store exposure (experience working with high-end customers, brands, or premium retail environments).
- Strong customer service skills:
- Excellent communication, patience, and confidence with diverse clients.
- Ability to recommend and close orders based on client needs.
- High attention to detail (names, spellings, quantities, color matching, order notes, delivery timelines).
- Experience working in a fast-paced retail environment and meeting customer expectations consistently.

Desirable (Nice-to-Have)
- Experience in:
- Personal shopping/concierge services
- Event-related gifting (birthdays, anniversaries, weddings, corporate gifting)
- Handling custom orders and personalization workflows
- Familiarity with store order systems (POS/CRM or WhatsApp order tracking).
- Basic understanding of inventory/stock checks and vendor coordination.

Key Competencies
- Customer-first mindset with premium service etiquette
- Sales through guidance (consultative selling, not aggressive tactics)
- Category confidence (jewelry, fragrance, balloons, flowers, and/or gift presentation)
- Reliability and ownership of order accuracy and delivery timelines
- Professional communication (clarifying questions, confirmations, and updates)
- Team coordination and escalation judgment

Reporting & Working Relationships
- Reports to: Head of Business (or designate)
- Works closely with:
- Category teams (flowers, balloons, jewelry/accessories, gift wrapping/presentation)
- Dispatch/delivery coordination (internal or partner-led)
- Finance/POS operations (for payment confirmations and receipts)

Work Location
- Lekki Phase 1, Lagos. Nigeria (Flagship franchise gift store)

Work Schedule
- Typical retail shifts (including weekends/peak gifting periods).
- Flexibility required for seasonal demand and event-heavy days.

Benefit
- Attractive monthly salary. N300,000-N700,000 (subject to quality and length of relevant experience).
- ⁠Employee Health and Wellness insurance
- Paid Leave
- ⁠Bonus and performance incentives.
- ⁠Opportunity to grow within a leading retail and lifestyle brand

Background
-Bachelor’s degree
-Minimum of 5years work experience

How to apply
Send your CV + brief work experience summary to [email protected]
Subject/Title: Client Services Specialist – Lekki 1, Lagos

Application deadline: September 15, 2026