Customer Experience Officer

Flash Delivery (Flash Express) is a courier company that provides fast, reliable, and secure parcel delivery services for individuals, e-commerce businesses, and corporate clients. The company focuses on last-mile delivery, parcel pickup, warehousing, fulfillment, and supply chain solutions to ensure timely movement of goods and customer satisfaction.

We are recruiting to fill the position below:

Job Position: Customer Experience Officer

Job Location: Trade Fair/Ojo, Lagos

Employment Type: Full-time

Responsibilities

• Handle customer inquiries and complaints.
• Track shipments and provide updates.
• Escalate unresolved issues.
• Maintain customer records.
• Improve customer satisfaction ratings.

KPI

• Customer Satisfaction (CSAT).
• Customer feedback rating.
• Complaint Resolution Rate.
• % complaints resolved.
• First Contact Resolution.
• Issues resolved at first interaction.
• Response Time.
• Average response time to inquiries.
• Customer Retention Rate.
• Repeat customers maintained.
• Escalation Rate.
• Number of escalated cases.
• Shipment Tracking Support Accuracy.
• Correct information provided.
• Daily Customer Interactions.
• Calls, chats, emails handled.
• Target: CSAT above 90%.

Requirements

• OND / HND / Bachelor's Degree in any relevant field.
• 1 - 3 years of experience in customer service or client relations.
• Experience in logistics or e-commerce customer support is an advantage.

Skills:

• Excellent communication.
• Conflict resolution.
• Active listening.
• Computer literacy.
• Customer relationship management.

Salary

N120,000 - N150,000 monthly. 

Method of Application

Interested and qualified candidates should send their Applications to: career@flashdelivery.africa using the Job Position as the subject of the mail.