Client Service Representative

Client Service Representative

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience
• Location Lagos
• Job Field Sales and Business Development

Key Responsibilities

• Client Communication: Serve as a primary point of contact for clients, responding to enquiries professionally and promptly through phone calls, emails, WhatsApp, and in-person meetings.
• Client Relationship Management: Build warm, respectful, and professional relationships with clients, making them feel welcomed, valued, understood, and confident in OCP’s services.
• Understanding Client Needs: Listen carefully to clients, ask the right questions, understand their event expectations, and ensure their needs are properly communicated to the relevant team.
• Client Meetings: Attend to clients one-on-one, communicate confidently, explain OCP’s services clearly, and maintain a polished, friendly, and professional manner at all times.
• Luxury Customer Experience: Represent OCP’s premium brand through excellent communication, elegant presentation, good manners, emotional intelligence, and attention to detail.
• Enquiry and Booking Management: Receive and record enquiries, follow up with prospective clients, track booking progress, and ensure no client enquiry is neglected.
• Client Expectations: Communicate approved information about services, timelines, processes, and deliverables clearly. Ensure clients understand what has been agreed upon and avoid making promises without approval.
• Coordination with Internal Teams: Work closely with the Project, Creative, Operations, and other relevant teams to ensure client requests, feedback, and approved changes are properly communicated.
• Client Feedback and Complaints: Listen calmly to complaints, show understanding, resolve issues within approved limits, and escalate sensitive or serious matters to the appropriate manager.
• Client Records and Documentation: Maintain accurate records of client details, enquiries, meetings, preferences, feedback, follow-ups, and booking status using OCP’s approved tracking system.
• Follow-up and Service Delivery: Follow up with clients at the appropriate stages of the service process, confirm that outstanding questions are addressed, and help ensure a smooth client experience from first enquiry to project completion.
• Professional Appearance and Conduct: Dress smartly and elegantly, maintain good personal grooming, speak clearly and respectfully, and demonstrate confidence, discretion, and excellent social etiquette.
• Pressure and Problem Management: Remain calm, organised, and solution-focused during busy periods, difficult conversations, tight deadlines, and changing client expectations.
• Confidentiality: Protect clients’ personal information, event details, budgets, conversations, and other confidential company information.
• Service Improvement: Gather client feedback, identify recurring concerns, and recommend practical ways to improve OCP’s client experience and service standards.
• Reporting: Submit timely updates and reports on enquiries, prospective clients, follow-ups, confirmed bookings, complaints, client feedback, and outstanding issues to the designated supervisor.

Expected Standard:

• The Client Service Representative must be intelligent, emotionally mature, friendly, respectful, proactive, articulate, well-presented, and highly attentive to detail.
• She must understand how to communicate with premium clients, read social situations appropriately, think on her feet, and represent One Charming Party with confidence and class.
• Every client interaction should reflect OCP’s identity: Creative. Premium. Polished. Fun. Distinctly OCP.

Skills Required

Client Service Representative — One Charming Party:

• Excellent Communication Skills – Spokes clearly, confidently, politely, and professionally.
• Emotional Intelligence – Understands clients’ feelings, responds appropriately, and handles difficult conversations with maturity.
• Luxury Customer Service – Understands how to attend to premium clients with elegance, warmth, respect, and attention to detail.
• Interpersonal Skills – Builds good relationships and interacts confidently with clients one-on-one.
• Smart Thinking and Initiative – Thinks quickly, understands situations, anticipates client needs, and responds appropriately.
• Problem-Solving Skills – Handles complaints and unexpected situations calmly and finds practical solutions.
• Professional Appearance and Personal Grooming – Maintains a neat, elegant, and appropriate appearance that reflects OCP’s premium brand.
• Active Listening – Pays attention to clients, asks relevant questions, and understands their expectations before responding.
• Attention to Detail – Notices important information, remembers client preferences, and ensures accurate communication and record-keeping.
• Ability to Work Under Pressure – Remains calm, organised, and professional during busy periods and challenging situations.
• Conflict Management and Negotiation – Manages disagreements respectfully, controls difficult conversations, and protects the client relationship without making unauthorised promises.
• Time Management and Organisation – Manages enquiries, meetings, follow-ups, and client records without missing deadlines.
• Digital and Record-Keeping Skills – Uses Microsoft Office, email, WhatsApp Business, and approved tracking systems to manage client information.
• Confidentiality and Discretion – Protects client information, event details, budgets, and private conversations.
• Teamwork and Coordination – Works effectively with the Project, Creative, and Operations teams to ensure client requests are properly handled.
• Adaptability and Professional Judgement – Adjusts to different client personalities, reads social situations correctly, and knows when to act independently or escalate an issue.
• Persuasion and Relationship-Building Skills – Presents OCP’s services attractively, follows up with prospective clients, and helps convert enquiries into bookings without being pushy.
• Excellent Social Etiquette – Demonstrates good manners, respect, confidence, and appropriate behaviour when interacting with clients from different backgrounds.
• Core skills to prioritise during recru