Customer Support Representative at PicckR

PicckR is a delivery platform designed to connect individuals with packages to those who can efficiently deliver them while following their daily routes. Our goal is to ensure deliveries are made swiftly, stylishly, and that "everyday people" can earn money through these deliveries. Launching one city at a time, PicckR aims to redefine the delivery experience. Stay tuned as we go live in Beta mode in just a few hours. Join our exclusive community to be among the first to test out the app and experience the future of deliveries.

We are recruiting to fill the position below:

Job Title: Customer Support Representative

Location: Lagos
Employment Type: Full-time

Role Overview

• We are looking for a Customer Support Representative to provide top-notch assistance to our users, ensuring fast and effective issue resolution. 
• This role requires strong communication skills, problem-solving abilities, and a proactive approach to customer retention. 
• The ideal candidate will manage inquiries, resolve disputes, and re-engage inactive users to improve overall customer satisfaction and platform engagement.

Key Responsibilities
Customer Inquiry Handling:

• Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
• Assist users with booking, payment processes, and troubleshooting technical issues.
• Educate users on PicckR’s features and benefits to enhance their experience.
• Maintain accurate records of customer interactions, resolutions, and escalations.

Issue Resolution & Dispute Management:

• Address and resolve customer complaints, disputes, and technical issues efficiently.
• Escalate operational or complex issues to the appropriate teams when necessary.
• Follow up on unresolved cases to ensure a satisfactory resolution.

Customer Feedback & Service Improvement:

• Collect and analyze customer feedback, identifying common pain points and concerns.
• Work with operations and product teams to suggest platform improvements based on recurring issues.
• Monitor service trends and proactively address potential concerns before they escalate.

User Retention & Re-Engagement:

• Conduct outreach campaigns via calls, emails, and SMS to re-engage inactive users.
• Make follow-up calls with users who have stopped using the platform to understand their concerns.
• Provide personalized solutions to encourage past users to return to PicckR.
• Collaborate with the operations team to develop and implement retention strategies.

Key Performance Indicators (KPIs)
Daily KPIs:

• First Response Time:
  • Chat: Under 2 minutes
  • Email: Under 5 minutes
• Ticket Resolution Time: 90% of inquiries resolved within 24 hours
• Number of Interactions Handled: Minimum 50 inquiries (chat, email, and phone) per shift
• Customer Satisfaction Score (CSAT): Maintain 90%+ positive ratings from users
• Re-engagement Calls: Make at least 50 calls to inactive users per shift.

Weekly KPIs:

• Average Ticket Resolution Time: Less than 6 hours per inquiry
• Escalation Rate: Less than 10% of cases should require escalation to higher support tiers
• Inactive User Conversion Rate: At least 10% of contacted inactive users should take action (e.g., book a delivery, update profile, refer someone)
• Chat vs. Email Balance: Ensure timely and equal response efficiency across all channels
• Ticket Accuracy: Minimal errors in case logging and resolution
• User Reactivation Rate: At least 15% of previously inactive users should return to the platform after outreach
• Customer Feedback Trends: Identify and report the top 3 recurring customer concerns weekly.

Expectations for Success:

• Customer-First Mindset: Always prioritize user satisfaction and provide empathetic and solution-oriented support.
• Proactive Problem-Solving: Identify and resolve customer pain points efficiently.
• Fast & Effective Communication: Respond promptly and professionally to all inquiries.
• Retention & Engagement Focus: Actively re-engage and retain users to increase platform activity.
• Cross-Team Collaboration: Work with operations, product, and marketing teams to improve the customer experience.
• Continuous Improvement: Stay updated on best practices and user feedback trends to enhance service quality.

Required Qualifications & Skills

• Bachelor's Degree
• Experience: 1+ years in customer support, sales, or a related role.
• Communication: Strong written and verbal skills in English (additional languages are a plus).
• Problem-Solving: Ability to handle customer issues efficiently and empathetically.
• Multitasking: Capable of managing multiple inquiries across various support channels.
• Tech-Savvy: Familiarity with customer support tools (e.g., Zendesk, Zoho) is a plus.
• Industry Knowledge: Experience in logistics, ride-sharing, or delivery services is a bonus.

Salary
N100,000 - N150,000 monthly.

Application Closing Date
20th March, 2025.