Customer Service Executive

2 days ago

Lagos, Lagos, Nigeria Watolex Crown Integrated Service Full time
  • The Customer Service Executive will serve as the primary point of contact for customers across the company's logistics, e-commerce, and food-delivery services.
  • The role is responsible for handling inquiries, resolving complaints, managing order-related issues, and ensuring a high level of customer satisfaction.
  • This position is critical to customer retention, brand trust, and service excellence in a fast-paced startup environment.

Responsibilities

  • Handle customer inquiries, complaints, and requests via phone, WhatsApp, email, social media, and in-app channels.
  • Provide accurate information on pricing, services, order status, delivery timelines, and policies.
  • Log, track, and resolve customer issues including delayed deliveries, missing items, rider issues, payment concerns, and refunds.
  • Escalate complex or unresolved issues to Operations, Fleet, or Management in line with escalation procedures.
  • Coordinate with riders, warehouse teams, merchants, and partners to ensure timely issue resolution.
  • Maintain detailed and accurate customer interaction records using CRM or support tools.
  • Follow up with customers to confirm issue resolution and satisfaction.
  • Support customer on-boarding, service activation, and usage education.
  • Identify recurring issues and provide feedback to management for process improvement.
  • Meet daily, weekly, and monthly service performance targets.

Job – Specific Responsibilities

  • Food Delivery: Handle order issues, missing items, late deliveries, rider availability concerns, and merchant-related complaints.
  • Local Logistics: Support pickup and delivery scheduling, parcel tracking, COD issues, and sender/receiver inquiries.
  • E-commerce Fulfillment: Manage customer inquiries related to storage, order processing, fulfillment timelines, and delivery status.
  • International Logistics: Assist customers with shipment tracking, documentation guidance, and delivery updates.
  • Customer Retention: Support loyalty programs, reactivation efforts, and customer feedback initiatives.

Requirements

  • Minimum HND or Degree in Customer Service, Business Administration, Communications, or related field.
  • 1–3 years of experience in customer service or call-center roles (logistics, e-commerce, or food delivery experience is an advantage).
  • Strong verbal and written communication skills.
  • Ability to handle high-volume customer interactions calmly and professionally.
  • Good problem-solving, conflict resolution, and multitasking skills.
  • Basic computer proficiency and experience with CRM or customer support tools.
  • Good understanding of Nigerian customer behavior and service expectations.

Salary

N250,000 - N350,000 monthly.

Method of Application

Interested and qualified candidates should send their CV to: using "Customer Service" as the subject of the email.

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