Senior Customer Care Partner at SEND Freight

SEND is a digital freight forwarder and customs broker for Africa. We manage the entire process of shipping freight by air and ocean, including customs clearance and supply chain finance -using software to provide quotes, document management, cost transparency and control across your supply chain.

We are recruiting to fill the position below:

Job Title: Senior Customer Care Partner

Location: Lagos
Job type: Full time

Job Description

• Join our team as a Senior Customer Care Executive. In this key role, you will drive customer satisfaction and loyalty by serving as the primary contact for our clients.
• Utilizing your expertise, you will deliver exceptional support, resolve issues efficiently, and ensure smooth communication between customers and internal teams.

Responsibilities

• Serve as the primary point of contact for customers, building strong relationships and understanding their unique needs and goals
• Guide clients through the onboarding process, ensuring a seamless setup and effective use of SEND’s platform and services.
• Identify upselling opportunities aligned with customer needs while maintaining our brand image.
• Address and resolve customer feedback, complaints, and concerns, working closely with internal teams to improve the overall customer experience.
• Serve as the voice of the customer within the company, advocating for their needs and priorities to drive meaningful product enhancements and improvements.

Requirements

• Minimum of 5 years experience in a customer-facing role, preferably in the logistics or supply chain industry.
• Strong communication skills, both written and verbal, with the ability to engage effectively with clients and colleagues.
• Proven problem-solving skills and a customer-first mindset to address customer needs and challenges.
• Exceptional organizational skills, with the ability to prioritize tasks in a fast-paced environment.
• Experience with CRM software
• A detail-oriented approach with a focus on accuracy and efficiency in managing customer information.
• Ability to work independently as well as part of a collaborative team, demonstrating flexibility and adaptability.
• Strong work ethic: You are self-driven and willing to do what it takes to deliver results.

Application Closing Date
10th January, 2025.