Customer Service Officer at JEV Consulting

Position Details

• Location: Magodo, Lagos, Nigeria
• Employment Type: Full-time

About the Role

A reputable organization seeks a dedicated individual to provide exceptional customer support and manage logistics-related inquiries in a fast-paced environment.

Key Responsibilities

Customer Support & Relationship Management

• Handle customer inquiries via phone, email, social media, and in-person visits
• Provide accurate information on courier services, delivery times, rates, and procedures
• Track and update customers on shipment status
• Manage complaints and resolve issues in a timely, professional manner

Order & Booking Management

• Support customers with shipment bookings and prepare necessary documentation (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 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 and 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

Required Qualifications

• OND in Business Administration, Mass Communication, Marketing, Logistics, or related field
• School certificate holders with excellent communication skills may be considered
• 1–3 years of experience in customer service, preferably in logistics, courier, or retail sectors
• Experience handling customer complaints

Preferred Qualifications

• Certification in Customer Service or Call Centre Management