The Nani Employee Leasing Company (Nani EL) is an employer professional organization focusing mainly on leasing out low and medium cadre staff in all sectors of the economy. Specifically, Nani EL deploys well trained domestic assistants, nursery school assistants, office assistants and factory cleaners to its individual and corporate clients.

Role Summary

As a Customer Experience Agent, you will support customer experience, retention, and sales conversion across key customer touchpoints. Your role will involve handling outbound follow-ups, customer check-ins, reactivation and replenishment outreach, abandoned cart recovery, and day-to-day customer communication across calls, WhatsApp, and email. You will work closely with the Customer Experience team and cross-functional teams to deliver a smooth customer journey, drive customer satisfaction, and support business growth.

Responsibilities

Customer Follow-Up, Retention, and Support:

• Conduct pre- and post-delivery calls to customers to gather feedback, address concerns, and ensure a positive customer experience, in line with company SOPs.
• Make check-in calls to customers 3 weeks after consultations to monitor progress and escalate to Beauty Advisors where additional technical support is required.
• Follow up on Beauty Advisor appointments to confirm customer attendance at least 24 hours before the scheduled consultation.
• Make follow-up calls to customers 3 weeks after purchase to request reviews, gather feedback, and maintain customer engagement.
• Follow up with customers approximately 3 months after purchase to encourage product replenishment.
• Follow up weekly with customers who have abandoned carts to support checkout completion.
• Follow up on cold leads through WhatsApp and other assigned channels.
• Reactivate dormant customers who have not shopped with us in a long time.
• Support additional customer touchpoints and follow-up activities as required.
• Maintain accurate, timely, and verifiable records of customer interactions, follow-ups, outcomes, and escalations in the relevant systems.

Sales Conversion and Customer Engagement:

• Contribute to sales and conversion goals by supporting customer follow-up, campaign execution, and promotional activity.
• Support brand and community engagement initiatives, including occasional participation in customer-facing or educational content where needed.
• Share weekly insights on customer concerns, trends, objections, and preferences.
• Support customers with order booking and checkout where required.

Cross-Functional Coordination:

• Work closely with logistics, warehouse, and relevant internal teams to support smooth order fulfillment in line with company SOPs and campaign requirements.
• Gather and share post-purchase and post-consultation customer feedback with the Customer Experience Manager to support retention and service improvement.

Contribution to Content and Brand Support

• Where required, support the team with customer insight-led content or participation in brand-facing initiatives.

Communication and Customer Relationship Management:

• Manage assigned communication channels, including the office line, WhatsApp, and email, and provide timely, high-quality support to customers.
• Build strong customer relationships that support trust, repeat purchases, and long-term retention.
• Handle routine customer issues such as delivery updates, order concerns, wrong item reports, and basic product-related queries, escalating where necessary.

Other Expectations:

• Demonstrate strong communication, professionalism, and good judgment in interactions with both customers and internal teams.
• Represent the brand professionally across customer-facing platforms and service channels.
• Be comfortable using CRM and customer support tools, and able to work effectively in a fast-paced, target-driven environment.
• Demonstrate commercial awareness and a willingness to support both customer experience and sales objectives.

Additional Notes

• This role may require availability for weekend shifts, including Saturdays and selected Sundays, depending on business needs.
• You may occasionally support customer communication on behalf of other internal teams, including Marketing, in line with company guidelines and response SOPs.

Performance Metrics (to be reviewed weekly)

• Customer Touchpoints Completed – Number of assigned outbound and inbound customer conversations completed.
• Conversion and Outcomes – Number of successful outcomes from customer interactions, including orders, confirmed bookings, reviews, and other assigned goals.
• Average Response Time – Timeliness of response across assigned customer channels.
• Customer Experience Quality – Quality of customer handling, issue resolution, and positive feedback received.
• Data Accuracy and Reporting – Completeness, accuracy, and timeliness of CRM updates, follow-up notes, and required reporting.
• Attendance and Reliability – Consistent adherence to scheduled shifts, responsiveness, and timely handover of updates.

• Conduct pre- and post-delivery calls to customers to gather feedback, address concerns, and ensure a positive customer experience, in line with company SOPs.
• Make check-in calls to customers 3 weeks after consultations to monitor progress and escalate to Beauty Advisors where additional technical support is required.
• Follow up on Beauty Advisor appointments to confirm customer attendance at least 24 hours before the scheduled consultation.
• Make follow-up calls to customers 3 weeks after purchase to request reviews, gather feedback, and maintain customer engagement.
• Follow up with customers approximately 3 months after purchase to encourage product replenishment.
• Follow up weekly with customers who have abandoned carts to support checkout completion.
• Follow up on cold leads through WhatsApp and other assigned channels.
• Reactivate dormant customers who have not shopped with us in a long time.
• Support additional customer touchpoints and follow-up activities as required.
• Maintain accurate, timely, and verifiable records of customer interactions, follow-ups, outcomes, and escalations in the relevant systems.
• Contribute to sales and conversion goals by supporting customer follow-up, campaign execution, and promotional activity.
• Support brand and community engagement initiatives, including occasional participation in customer-facing or educational content where needed.
• Share weekly insights on customer concerns, trends, objections, and preferences.
• Support customers with order booking and checkout where required.
• Work closely with logistics, warehouse, and relevant internal teams to support smooth order fulfillment in line with company SOPs and campaign requirements.
• Gather and share post-purchase and post-consultation customer feedback with the Customer Experience Manager to support retention and service improvement.
• Where required, support the team with customer insight-led content or participation in brand-facing initiatives.
• Manage assigned communication channels, including the office line, WhatsApp, and email, and provide timely, high-quality support to customers.
• Build strong customer relationships that support trust, repeat purchases, and long-term retention.
• Handle routine customer issues such as delivery updates, order concerns, wrong item reports, and basic product-related queries, escalating where necessary.
• Demonstrate strong communication, professionalism, and good judgment in interactions with both customers and internal teams.
• Represent the brand professionally across customer-facing platforms and service channels.
• Be comfortable using CRM and customer support tools, and able to work effectively in a fast-paced, target-driven environment.
• Demonstrate commercial awareness and a willingness to support both customer experience and sales objectives.

• Strong communication skills
• Professionalism
• Good judgment
• CRM and customer support tools proficiency
• Commercial awareness

• Diploma