Customer Support Officer

  • Ikoyi, Lagos, Nigeria
  • Full-time

Company Description

Our client is a Transport Network Company professionally supporting its clients timely,
efficiently, securely, affordably, and professional services to assist them in reaching their
desired destination, while providing exciting career and wealth generation opportunities for its
drivers, partners, and other stakeholders.
Riding on a robust and user-friendly smart technology interface, their goal is to be the known for
a renowned safe, affordable, and punctual ride hailing / sharing service in the transport industry
and to develop and maintain a best -in -class infrastructure to ensure employee satisfaction,
which drives customer loyalty leading to sustained profit growth and creating improved company
value.
They seek to hire a professional Customer Support Officer to join their growing team and
promote their business goals and objectives.

Job Description

  • Respond to any issues and follow-up by coordinating with the appropriate departments or field team
  • Create loyal fans by showing them we really care
  • Support all users and help them get the most out of our apps
  • Contribute and share ideas to decrease the workload and improve the quality & speed of customer support
  • Be a key player in building a support team in a challenging growth environment
  • Manage appointments, enquiries or complaints from customers or clients.
  • Accurately and efficiently address any issues or disputes with customers.
  • Understand department process flow, constantly looking for areas of improved efficiency
  • Ensure all customers' service work order and service contract, standard operating procedures, SLAs are followed and update
  • Meet KPI standards, as per the company procedures
  • Overseas communications, timely responses to emails and requests (internal and external)
  • Various reporting responsibilities as needed
  • Maintain logs and records of calls, hard copies of customer files and billing activities and other information.

Qualifications

  • 1-year plus related experience and/or training; or equivalent combination of education and experience
  • Bachelor’s Degree
  • Previous work experience in a ride hailing or app platform service delivery business is a plus
  • Understanding of transportation documentation and terms is a plus
  • Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
  • Pro-active, strong organizational skills
  • Good computer skills (Excel, Word, PowerPoint)
  • Fluent in English

Additional Information

Deadline for submission is December 20, 2021. Interviews are on a rolling basis to this date. Only shortlisted candidates will be contacted.

Remuneration is competitive