Customer Service Executive (Chinese Speaking) at Speedaf Express

Speedaf was established in 2019. We are a joint-venture company invested by Chinese leading express enterprises. Since founded, we continuously expanded global network, developed and optimized products, improved customer experience, and introduce IT technologies and equipment to realize automatic operations. Currently, we are building a local and cross-border service network to support air, sea and road transportation with the aim to be the leading diversified integrated logistics solution provider between China and emerging markets. By doing so, it will reduce end-to-end logistics costs between China and emerging markets while providing a stable and recognized logistics services to our customers.

Speedaf is localization-oriented, and we believe in creating both opportunities and possibilities of every region we operate in. We work with local teams and understand needs of customers. We offer a variety of products and value added service to cover different commercial or personal scenarios for our customers.

We are recruiting to fill the position below:

Job Title: Customer Service Executive (Chinese Speaking)

Location: Berger, Lagos
Employment Type: Full-time

Job Summary

• The CSE will assist customers with inquiries, resolve issues, and ensure satisfaction. The ideal candidate’s responsibilities include documenting interactions, following up on issues, and collaborating to improve customer service procedures for our Chinese Speaking Customers.

岗位职责

• 建立并维护与客户的良好关系，确保客户满意度和服务质量；
• 负责客户账务管理，包括开具发票、编制账单和催收应收账款；
• 积极响应并及时处理客户（发货方及收件方）的咨询与投诉；
• 根据要求定期准备客户或团队所需的各类报表；
• 处理客户的取件请求，跟进取件、派送、退件及包裹回收全过程；
• 监督包裹从揽收到派送/退回的全流程，确保每一单顺利完成；
• 运用CRM系统记录工作内容，准确预测销售机会，并及时更新客户信息；
• 跟进客户包裹破损或丢失的情况，协助理赔并确保尽快完成赔付；
• 监控客户发货量变化，主动回访，推动客户复购；
• 完成团队制定的业务及服务目标；
• 不断关注服务质量，提升客户体验；
• 协助完成上级安排的其他任务或项目支持工作。

Key Responsibilities

• Build trusted customer relationships to ensure excellent service.
• Issuing invoices, preparing billing statements, and managing accounts receivable collections.
• Provide proactive and prompt feedback/resolution to inquiries and complaints from shippers and consignees.
• Prepare reports as requested by the team/shipper.
• Attend to pick-up requests from the shippers, follow up on pickup and ensure last-mile delivery of parcels. Also, follow up on shipment returns and retrievals
• Ensure the delivery cycle of all shipments from pickup to delivery/return is completed.
• Utilize CRM to ensure that work-related activities are documented properly, opportunities are forecasted accurately and adequate information regarding the prospect and/or opportunity is communicated.
• Escalate and follow up on all damaged and lost shipments on assigned accounts, process claims and ensure payment within the shortest possible time.
• Monitor shippers’ parcel volume decline and follow up to ensure repeat business.
• Meet team qualitative and quantitative targets.
• Focus constantly on service-level performance improvement.
• May be requested to contribute and work on specific projects and would need to attend to other assigned tasks.

Skills and Requirements

• Bachelor's Degree in Mass Communication, Public Relations, or a related field of study.
• Must be able to communicate in and read Chinese Language.
• Strong interpersonal and communication skills.
• Proficiency in CRM software and other sales tools.
• Ability to multi task, prioritize and manage time effectively.
• Customer orientation and ability to adapt/ respond to different kinds of characters
• Must possess excellent listening skills.

Application Closing Date
31st July, 2025.

How to Apply
Interested and qualified candidates should send their CVs to: recruiment@speedaf.com using the job title as the subject of the mail.
Or
Click here to apply online