Customer Service Executive

at  Whoosh Logistics

Whoosh NG is an thriving logistics business with one of the best operations processes, structure and outlook in the SME category in Lagos State. Having been in business for three years, Whoosh NG has fulfilled more than 20,000 deliveries locally and globally. However, Whoosh NG is evolving from the conventional business space to become a Logistics Technology Company
We are recruiting to fill the position below:

ROLES EXPECTATION

• Handle incoming inquiries, complaints, and service requests from customers through various channels (phone, email, live chat, social media, etc.).
• Resolve delivery issues, delays, or other logistics-related problems efficiently and with empathy.
• Offer recommendations and solutions to meet customer needs and guide them through the logistics processes.
• Follow up on open cases and unresolved queries, ensuring customers feel valued and appreciated.
• Identify potential issues that may lead to customer dissatisfaction and proactively address them
• Maintain a high level of professionalism and ensure customer satisfaction in every interaction.
• Assist customers in tracking their orders, providing timely updates on their shipments’ status.
• Liaise with the operations team to ensure real-time information is relayed to customers regarding pickups, transit, and deliveries.
• Accurately record and manage customer interactions, issues, and resolutions in the customer service database.
• Meet and exceed performance metrics, such as response time, customer satisfaction, and first-contact resolution rates.

ROLE REQUIREMENT

• A bachelor’s degree in business administration, communications, or any related field is preferred.
• Minimum of 2 years of customer service experience, preferably in the logistics, supply chain, or technology sector.
• Proven ability to handle high-volume customer inquiries and resolve issues in a timely manner.
• Strong verbal and written communication abilities, with the ability to convey information clearly and professionally.
• Adept at identifying issues, providing swift solutions, and managing difficult situations with calmness.
• Ability to prioritize tasks efficiently in a fast-paced environment
• Strong customer-focused attitude, displaying empathy and patience.
• Collaborative mindset and a willingness to support teammates when needed.