Why This Role Matters

At ÌTURA, the customer experience does not end when an order is placed. In many ways, that is where trust is truly built.

We are looking for a calm, clear, and reliable Customer Resolution Associate to support customers after they buy from us. You will help solve delivery issues, fulfillment delays, exchanges, replacements, and order-related complaints.

Your job is simple but important: make sure customers feel heard, helped, and cared for until their issue is fully resolved.

About ÌTURA Jewelry

ÌTURA is a Lagos-based luxury jewelry brand reimagining elegance for the everyday. We craft high-quality rings, earrings, necklaces, and bracelets designed to last and meant to be gifted.

Our pieces are backed by thoughtful guarantees, including warranty support, damage replacement, and free returns. We are building a brand Nigerians can rely on, and every customer interaction matters.  

About the Role

The Customer Resolution Associate works directly with the fulfillment team. This is not a pre-sale customer care role.

Our Customer Care Representatives help customers before they buy. They answer questions on WhatsApp, Instagram, and the website. They help customers choose products and place orders.

You come in after the order has been placed.

You will own the customer experience when something goes wrong after purchase. That could mean a delayed delivery, a wrong item, a damaged item, a failed delivery attempt, a replacement request, or an exchange.

You will work from the fulfillment center so you can stay close to the orders, the logistics team, and the people solving the issue.

What Success Looks Like in the First 6 Months

You will be doing well if:

• Same-day order issues are resolved within 24 hours on average.
• Older fulfillment issues are resolved within 3 days on average.
• Customers receive clear updates without having to chase the team.
• Replacements and exchanges are handled quickly and accurately.
• The fulfillment team always knows which customer issues are open, urgent, or resolved.
• Customer complaints are tracked clearly so the team can spot patterns and fix root problems.

This role is measured by speed, clarity, and customer trust.

What You’ll Do Day-to-Day

You will:

• Respond to customers after their order has been placed.
• Handle delivery complaints, delays, failed deliveries, and fulfillment issues.
• Help customers process replacements and exchanges.
• Work with the fulfillment team to confirm order status, packaging status, dispatch status, and delivery updates.
• Call or message customers with clear updates on their issue.
• Track open disputes and make sure no customer issue is forgotten.
• Escalate urgent or sensitive cases to the right person quickly.
• Write clear notes on each case so the team always knows what happened.
• Help improve the process for handling complaints, replacements, and delivery issues.
• Protect the ÌTURA brand voice: warm, clear, calm, and helpful.
  
  

How You’ll Work With Us

You Report to: Fulfillment Manager
You Work closely with: Fulfillment team, Logistics team, Dispatch riders, Customer Care team, Operations team
Work style: Fully onsite at the fulfillment center

This is a hands-on role. You will need to be present, alert, organized, and ready to solve problems fast.

About You

You are calm when customers are upset. You do not take things personally. You know how to listen, explain, and follow through.

You write clearly. You speak clearly. You can use a laptop and phone without stress. You are organized enough to track many small issues at once.

You care about the customer, but you also care about the business. You know that a fast, fair resolution can turn a bad experience into loyalty.

Must-Haves

• Clear written and spoken communication.
• Comfortable using a laptop and phone every day.
• Strong copywriting ability for customer messages.
• Ability to stay calm when handling complaints.
• Strong follow-up habits.
• Good attention to detail.
• Willingness to work fully onsite.
• Reliable, honest, and patient.
  

Nice-to-Haves

• Experience in customer care, logistics, ecommerce, retail, or fulfillment.
• Experience using Notion, Trello, Jira, Asana, or similar project management tools.
• Experience using a CRM.
• Experience handling customer complaints or support tickets.
• Basic Google Sheets or Excel skills.
• Experience working with delivery riders or logistics partners.

Why Join ÌTURA

• Possible transport allowance of up to ₦100,000/month.
• Work inside a fast-growing Nigerian jewelry brand.
• Learn customer operations, fulfillment, logistics, and dispute resolution.
• Help shape the systems that keep customers happy after they buy.
• Grow into senior customer success, operations, fulfillment, or team lead roles as we scale.

At ÌTURA, small details matter. A clear update. A fast replacement. A calm call. These are the things customers remember.