Client Service Representative

One Charming Party (OCP) is a luxury event planning and bespoke decoration company based in Victoria Island, Lagos, with over 13 years of experience and more than 300 events delivered. The company specialises in creating unique, creative, and premium event experiences through event planning, design, decoration, and project execution. OCP is committed to delivering high-quality events through creativity, attention to detail, teamwork, accountability, confidentiality, and safety. OCP is transitioning from a founder-led structure to a more organised and structured business, with clearer roles, improved processes, stronger team accountability, and better project management systems. Its goal is to consistently deliver at least three quality events monthly while maintaining its premium brand standards. We are recruiting to fill the position below:

Job Title: Client Service Representative

Location: Lagos Island - Lagos

Employment Type: Full-time

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.