Welfare Officer at Max.ng

We seek a dedicated and empathetic Welfare Officer to enhance the experience of our Champions (drivers) by building strong relationships, resolving issues proactively, and ensuring seamless operational support. The ideal candidate will be a problem-solver with excellent communication skills, capable of acting as a trusted liaison between drivers and internal teams. You will play a key role in ensuring our drivers feel supported, heard, and valued.

What will you do:

• Build strong, positive relationships with drivers to foster trust and long-term engagement.
• Ensure driver satisfaction through timely issue resolution and consistent communication.
• Proactively identify and address concerns before they escalate into formal complaints.
• Provide ongoing support beyond problem-solving, including:
  • Clarifying operational policies and procedures
  • Offering performance guidance
  • Advocating for driver needs within the organization
• Work cross-functionally with technical and maintenance teams to deliver smooth and efficient operational support to drivers.
• Monitor and track driver feedback, concerns, and support outcomes using appropriate tools (e.g., CRM systems).
• Escalate recurring or systemic issues to relevant internal teams for resolution and improvement.
• Contribute to initiatives that improve the overall driver experience.

Requirements

• Minimum of 2 years in customer service or customer success.
• Experience in the telecoms, logistics, or e-commerce industries is highly preferred.
• Minimum of Higher National Diploma (HND) in any relevant field.
• Relevant customer service or operations training is an advantage.
• Strong interpersonal and communication skills
• Ability to anticipate and resolve problems quickly and effectively
• Detail-oriented with strong organizational skills
• Tech-savvy and comfortable using support or ticketing systems
• A team player with the ability to collaborate across departments