Customer Experience Officer Job at Transport Services Limited

Transport Services Limited (TSL) is a foremost indigenous logistics transportation company that provides customized transportation and logistics solutions. We currently operate out of five locations spread across the Western and Eastern regions of Nigeria providing logistics services to stakeholders in the oil and gas, mining and construction, FMCG and Agricultural sector.

We are recruiting to fill the position below:

Job Position: Customer Experience Officer

Job Location: Lagos
Employment Type: Full-time

Responsibilities

• Ensure proper documentation and prompt treatment/handling of all customer inquiries, requests, and complaints (via phone, email and live chat or any tool provided for such activities).
• Track customer’s shipment from plant to delivery locations and provide interventions to manage any service gaps. Report such gaps via email/phone to the customer and log such engagements on the query logger.
• Involve in driver’s & employee trainings on customer service and provide feedback on areas of service gaps for continuous improvement
• Ensure feedback is communicated to customers within agreed and set timelines.
• Ensure high standard in all customer correspondences, Engaging customers with the highest level of professionalism, error free interactions and well-informed.
• Ensure availability and accessibility of the TSL phone lines and other communication channels.
• Liaise/follow up with the relevant units to ensure requests and complaints are treated within agreed timelines.
• Understand all products, contracts, and processes to ensure effective responses to customer complaints.
• Demonstrate innovation and creativity in the execution of all duties.

Requirements

• B.Sc Degree with at least 3 years relevant work experience.