Customer Support Specialist at Packago App Limited

PackaGo is an “on-demand” delivery service. PackaGo is a delivery service appthat 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.

We're transforming how delivery works. Our collaborative model is disrupting the logistics industry, delivering reliability with the care and trust of a friend stopping by. PackaGo works with top retailers and SMB to enable a faster, more efficient, and more scalable solution for same-day and last-mile deliveries.

We are recruiting to fill the position below:

Job Title: Customer Support Specialist

Location: Lekki Phase 1, Lagos
Employment Type: Full-time, Permanent

Job Summary

• Our Support team operates as the first point of contact for the PackaGo community. We’re looking for a Customer Support Specialist who brings excellent communication and problem-solving skills, and operates with a customer-first mentality.
• 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.
• This team operates 12 hours/6 days per week. Customer Support Specialists work a 6-day workweek schedule that may include nontraditional hours such as evenings, weekends and holidays.

What You’ll Be Doing

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

What You Bring

• A combination of sales, or customer service experience, optimally with a technology or logistics company
• Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities
• Able to quickly and efficiently problem solve and troubleshoot
• Comfortable with a fast-paced environment and changing requirements
• Proactive and able to comfortably navigate through uncertainty and ambiguity
• Must have the ability to work a schedule comprised of non-standard shifts, including evenings and weekends
• Fluency in Yoruba, a plus!
• Must be proactive
• Must be able to use Microsoft suite

Requirements

• Interested candidates should possess a Bachelor's Degree / HND with 1 - 3 experience. 

Salary
N60,000 monthly.

Application Closing Date
30th September, 2021.