Customer Service Officer at JEV Consulting

Location: Magodo, Lagos
Employment Type: Full-time

Responsibilities
Customer Support & Relationship Management:

• Handle customer inquiries via phone, email, social media, and walk-ins.
• Provide accurate information on courier services, delivery times, rates, and procedures.
• Track and update customers on the status of their shipments.
• Manage complaints and resolve issues in a timely, professional manner.

Order & Booking Management:

• Support customers with shipment bookings and prepare necessary documentation (e.g., waybills, receipts).
• Verify package details and ensure accurate entry into the logistics system.
• Coordinate with operations and dispatch teams to ensure timely pick-up and delivery.

Issue Resolution & Escalation:

• Log and investigate service failures, delayed deliveries, or lost packages.
• Escalate complex issues to the supervisor/management for quick resolution.
• Provide feedback to relevant departments to improve service delivery.

Reporting & Documentation:

• Maintain accurate records of customer interactions and transactions.
• Generate daily/weekly reports on customer complaints, resolutions, and satisfaction trends.

Continuous Improvement & Team Support:

• Assist in customer experience initiatives aimed at improving service quality.
• Collaborate with operations, sales, and accounts teams to ensure a seamless customer journey.
• Provide feedback on customer needs and preferences to improve service offerings.

Qualifications

• OND in Business Administration, Mass Communication, Marketing, Logistics, or related field.
• Certification in Customer Service or Call Centre Management is an advantage.
• School certificate holders with excellent communication skills may be considered

Experience:

• 1 – 3 years experience in customer service, preferably in logistics, courier, or retail sectors.
• Experience handling customer complaints and working in fast-paced service environments.

Skills & Competencies:

• Strong verbal and written communication skills.
• Excellent interpersonal and problem-solving abilities.
• Knowledge of courier/logistics operations (shipping, tracking, delivery processes).
• Proficiency in Microsoft Office and customer management systems (CRM).
• Ability to multitask and remain calm under pressure.
• Attention to detail and accuracy in data entry.

Personal Attributes

• Customer-focused with a friendly and professional attitude.
• Patient, empathetic, and a good listener.
• Proactive, adaptable, and solution-oriented.
• Team player with a positive attitude.
• Reliable, honest, and committed to high-quality service delivery.

Salary
N70,000 - N80,000 Monthly