Job Description
The Customer Service Executive will serve as the primary point of contact for customers across the company’s logistics, e-commerce, and food-delivery services.
The role is responsible for handling inquiries, resolving complaints, managing order-related issues, and ensuring a high level of customer satisfaction.
This position is critical to customer retention, brand trust, and service excellence in a fast-paced startup environment.
Requirements
Minimum HND or Degree in Customer Service, Business Administration, Communications, or related field.
1–3 years’ experience in customer service or call-center roles (logistics, e-commerce, or food delivery experience is an advantage).
Strong verbal and written communication skills.
Ability to handle high-volume customer interactions calmly and professionally.
Good problem-solving, conflict resolution, and multitasking skills.
Basic computer proficiency and experience with CRM or customer support tools.
Good understanding of Nigerian customer behavior and service expectations.
Responsibilities
Handle customer inquiries, complaints, and requests via phone, WhatsApp, email, social media, and in-app channels.
Provide accurate information on pricing, services, order status, delivery timelines, and policies.
Log, track, and resolve customer issues including delayed deliveries, missing items, rider issues, payment concerns, and refunds.
Escalate complex or unresolved issues to Operations, Fleet, or Management in line with escalation procedures.
Coordinate with riders, warehouse teams, merchants, and partners to ensure timely issue resolution.
Maintain detailed and accurate customer interaction records using CRM or support tools.
Follow up with customers to confirm issue resolution and satisfaction.
Support customer on-boarding, service activation, and usage education.
Identify recurring issues and provide feedback to management for process improvement.
Meet daily, weekly, and monthly service performance targets.
Food Delivery: Handle order issues, missing items, late deliveries, rider availability concerns, and merchant-related complaints.
Local Logistics: Support pickup and delivery scheduling, parcel tracking, COD issues, and sender/receiver inquiries.
E-commerce Fulfillment: Manage customer inquiries related to storage, order processing, fulfillment timelines, and delivery status.
International Logistics: Assist customers with shipment tracking, documentation guidance, and delivery updates.
Customer Retention: Support loyalty programs, reactivation efforts, and customer feedback initiatives.