Customer Service Associate (Hybrid) Agungi / Jakande

Trax Apparel Global limited is a Nigerian based luxury bespoke clothing and leather product brand. The brand specializes in bespoke products ranging from traditional attires (Kaftans & Agbada), suits, luxury leather footwear, bags and other fashion accessories.

The brand creates unique designs, by intelligently leveraging knowledge of the Africa art & urban culture in the global luxury leather & clothing scene and designs that promote male/female accessories choices. Nigeria is in badly need of a brand that represents us in this industry. The under representation of Nigeria within the global clothing and leather industry led to the creation of Trax Apparel.

Like our customers, our love for simple but unique, attention to detailed styles, luxury, identity, cultural and gender representation influenced Trax Apparel creation. Fashion reflects our image, thoughts, mood, style and passion. However, it also contributes to social economic problems; especially in a society where appearance, identification, discrimination and under representation are major problems faced everyday by both consumers and creatives. We hope our selection of bespoke clothing , leather shoes, bags and other leather accessories can blur these lines. We are  recruiting to fill the position below:

 Job Title: Customer Service Associate

Location: Agungi / Jakande, Lagos

Employment Type: Full-time (Hybrid)

Department: Sales / Customer Service

Reports To: Operations Manager / MD

Work Hours: 9:00am - 5:00pm Role Summary

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):

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:

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:

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

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

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)

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

What We Offer

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

28th November, 2026. Method of Application

Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using the  job title as the subject of the email.