SEND is a digital freight forwarder and customs broker for Africa.
We manage the entire process of shipping cargo, by air and ocean, including customs clearance and trade financing.
Read more about this company
We are hiring a Customer Experience Partner to manage customer onboarding and support, ensuring a smooth, transparent, and high-quality experience across the shipment lifecycle.
This role will serve as a key point of contact for customers, proactively supporting them throughout their shipment journey, resolving issues efficiently, and working closely with internal teams to drive customer satisfaction and retention.
Key Responsibilities
Guide new customers through the onboarding process and ensure a smooth transition to SEND’s platform.
Serve as the primary point of contact for customer inquiries and issue resolution.
Proactively provide customers with shipment visibility and timely updates.
Ensure customers receive accurate and timely invoices for all transactions.
Monitor customer experience metrics and identify opportunities for improvement.
Coordinate with internal teams to escalate and resolve complex customer issues.
Gather and communicate customer feedback to inform service and product improvements.
Required Qualifications
Bachelor’s degree in Business, Communications, or a related field.
3+ years of experience in customer support, customer success, or related roles.
Strong problem-solving, communication, and relationship management skills.
Experience using CRM or customer support tools (e.g., Zendesk) is an advantage.
Ability to work effectively in a fast-paced, customer-facing environment.
Gmail
Yahoomail