Customer Support Officer

6 days ago

Lagos, Lagos, Nigeria Myrtle Management Consultants Full time
Company Description

Our client is a forward-thinking maritime solutions company committed to empowering stakeholders through innovation, dedication, and technology. With a strong focus on excellence, the organization delivers cutting-edge solutions that enhance efficiency, safety, and sustainability across the maritime transportation value chain. Driven by a passionate and highly skilled team, the company consistently pushes industry boundaries and partners with clients to shape the future of maritime transportation through innovative and reliable services.

Job Description

Our client is seeking a Customer Support Officer to  manage all customer communication from order confirmation to final delivery, ensuring clarity, reassurance, timely resolution, and a consistently high-quality customer experience.

The Customer Support Officer serves as the primary point of contact between the company and its customers. This role handles inquiries, complaints, delivery coordination, and post-purchase communication while maintaining accurate records and safeguarding brand trust.

Key Responsibilities

Customer Communication

  • Respond promptly and professionally to customer inquiries via:

    • Instagram and other social media DMs

    • Email

    • Phone calls

  • Provide accurate product information and real-time order status updates

  • Assist customers with:

    • Order placement

    • Order modifications

    • Address corrections

    • Delivery clarifications

Order & Delivery Coordination

  • Proactively communicate with customers from dispatch through final delivery

  • Liaise with the Fulfilment Admin and operations team to confirm:

    • Dispatch status

    • Delivery timelines

  • Communicate with last-mile delivery partners to resolve delays or delivery issues

Issue Resolution

  • Handle customer complaints calmly, professionally, and efficiently

  • Escalate unresolved, complex, or sensitive issues when required

  • Ensure all complaints are properly documented and followed through to resolution

Sales & Retention

  • Identify opportunities to upsell or recommend relevant products during customer interactions

  • Close sales where appropriate while maintaining a polite, non-pushy approach

  • Uphold brand tone and customer trust at all times

Documentation & Reporting

  • Maintain daily customer support logs, including:

    • Number of inquiries handled

    • Complaints received and resolved

    • Pending issues

    • Sales conversions from support interactions

  • Submit accurate end-of-day reports

Qualifications

Educational & Professional Requirements

  • Minimum of OND in any discipline

  • HND or Bachelor's degree is an added advantage

  • Previous experience in customer service, call center operations, retail, or online support is an advantage

  • Experience handling phone calls, chats, emails, or social media customer interactions is a plus

  • Familiarity with Instagram DM handling via Meta Business Suite is desirable

  • Must have access to a laptop and be comfortable working online

Additional Information

The remuneration is competitive along with other benefits.

The Deadline for submission is January 30, 2026. Interviews are on a rolling basis to this date. Only shortlisted candidates will be contacted.

Further assessments will be required. 

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