Customer Support Specialist at PackaGo App Limited

Location: Lekki, Lagos

Job Summary

• We’re looking for a Customer Support Specialist who brings excellent communication and problem-solving skills and operates with a customer-first mentality.
• In this role you’ll act as an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users.
• This team operates 12 hours/6 days per week.
• Customer Support Specialists work a 6-day workweek schedule that may include nontraditional hours such as evenings, weekends, and holidays.

Responsibilities
What You’ll Be Doing:

• Provide phone, email, and text-based support to PackaGo customers, partners, users, and other community members
• Address all customer concerns politely, using active listening skills to understand and confirm the information
• Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience
• Proactively monitor in-progress deliveries and take corrective action when necessary
• Manage non-standard delivery situations with professionalism, empathy, and urgency
• Effectively use Zendesk and other internal tools to accurate log interactions and solve issues
• Collaborate with team members from various PackaGo departments to ensure the seamless delivery experience

Requirements
What You Bring:

• Candidates should possess a B.Sc Degree with a minimum of 1 year experience.
• A combination of sales, or customer service experience, optimally with a technology or logistics company
• Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities
• Able to quickly and efficiently problem solve and troubleshoot
• Comfortable with a fast-paced environment and changing requirements
• Proactive and able to comfortably navigate through uncertainty and ambiguity
• Must have the ability to work a schedule comprised of non-standard shifts, including evenings and weekends
• Prior CRM experience.