Central Customer Relations Officer

Job Purpose The Central Customer Relations Officer serves as the centralized lead for customer experience across all LYNN Wholefoods branches. This role oversees escalated inquiries, manages brand-wide customer feedback, handles digital/social channels (Instagram, WhatsApp, calls), ensures consistent service standards, drives loyalty and retention, and acts as the voice of the customer to inform improvements — supporting our mission of thoughtful, wellness-focused interactions. Key Responsibilities Serve as the main point of contact for online orders, phone calls, WhatsApp orders/inquiries, DMs, and other channels. Act as the primary escalation point for complex customer issues, complaints, or feedback from branches (via phone, WhatsApp, Instagram DMs, email, or in-person referrals). Provide expert product guidance: explain ingredients, nutritional benefits and customization options. Accurately take, process, and package orders (takeaway, delivery) while ensuring speed and freshness. Actively upsell and recommend complementary items (e.g., smoothie + salad combos, protein boosts) to enhance experiences and increase average order value. Handle customer feedback, complaints, and special requests professionally; resolve issues on the spot or escalate appropriately. Manage loyalty interactions, promotions, catering/event inquiries, and repeat-customer relationships. Collaborate with the kitchen team during busy periods to ensure seamless service. Capture and report customer insights to support continuous improvement. Monitor and respond to central digital channels: manage WhatsApp Business, Instagram interactions, and any central phone line for inquiries, orders, catering requests, and brand feedback. Collaborate with Executive Chef, kitchen, procurement, and marketing teams to address root causes of customer concerns (e.g., ingredient quality, menu clarity). Maintain detailed CRM/customer records: teractions, resolutions, and follow-ups for trend analysis and personalized service. Support crisis management: handle negative social media mentions, viral feedback, or urgent complaints swiftly and professionally. Qualifications & Requirements Bachelor's Degree in Business Administration, Marketing, Communications, Hospitality, or related fields 3 - 5 years in customer relations, customer service management, or centralized support roles (experience in retail, F&B, café chain, or multi-outlet environment strongly preferred). Proven track record handling escalations, digital customer service (WhatsApp, Instagram), and feedback analysis. Excellent written and verbal communication in English; Pidgin and local languages are a plus for connecting with diverse Abuja customers. Empathetic, solution-oriented, and passionate about wellness, healthy living, and brand purpose. Proficient in CRM tools, WhatsApp Business, social media management, Google Workspace/Microsoft Office, and basic data analysis (Excel). Strong analytical skills to turn feedback into ac