Customer Service Executive (Chinese Speaking) at Speedaf Nigeria Limited

Key Responsibilities

• Build trusted customer relationships to ensure excellent service.
• Issuing invoices, preparing billing statements, and managing accounts receivable collections.
• Provide proactive and prompt feedback/resolution to inquiries and complaints from shippers and consignees.
• Prepare reports as requested by the team/shipper.
• Attend to pick-up requests from the shippers, follow up on pickup and ensure last-mile delivery of parcels. Also, follow up on shipment returns and retrievals
• Ensure the delivery cycle of all shipments from pickup to delivery/return is completed.
• Utilize CRM to ensure that work-related activities are documented properly, opportunities are forecasted accurately and adequate information regarding the prospect and/or opportunity is communicated.
• Escalate and follow up on all damaged and lost shipments on assigned accounts, process claims and ensure payment within the shortest possible time.
• Monitor shippers’ parcel volume decline and follow up to ensure repeat business.
• Meet team qualitative and quantitative targets.
• Focus constantly on service-level performance improvement.
• May be requested to contribute and work on specific projects and would need to attend to other assigned tasks.

Skills and Requirements

• Bachelor's Degree in Mass Communication, Public Relations, or a related field of study.
• Must be able to communicate in and read Chinese Language.
• Strong interpersonal and communication skills.
• Proficiency in CRM software and other sales tools.
• Ability to multi task, prioritize and manage time effectively.
• Customer orientation and ability to adapt/ respond to different kinds of characters
• Must possess excellent listening skills.