PackaGo is a delivery service app that connects Pilots to individuals/businesses who want to send nearly anything within Lagos. PackaGo works with businesses across virtually every industry to provide a faster, cheaper, and more scalable solution for same-day deliveries. PackaGo reaches 60% of Lagos. Households — the local same-day delivery footprint in Lagos.

Job Position: Customer Support Specialist

Job Location: Lekki, Lagos

Job Description

  1. We’re looking for a Customer Support Specialist who brings excellent communication and problem-solving skills and operates with a customer-first mentality.
  2. 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.
  3. This team operates 12 hours/6 day per week.
  4. Customer Support Specialists work a 6-day workweek schedule that may include nontraditional hours such as evenings, weekends, and holidays.

Job Responsibilities
What You’ll Be Doing:

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

Job Requirements
What You Bring:

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

Application Deadline
2nd August, 2022.

How to Apply
Interested and qualified candidates should send their up-to-date CV / Resume to: hr@pack-a-go.com using the Job Title as the subject of the mail.

Tagged as: Customer Service