Customer Support Specialist Job at PackaGo App Limited

PackaGo is a delivery service app that connects Pilots to individuals/businesses who want to send nearly anything within Lagos. PackaGo works with businesses across virtually every industry to provide a faster, cheaper, and more scalable solution for same-day deliveries. PackaGo reaches 60% of Lagos households - the local same-day delivery footprint in Lagos.

We are recruiting to fill the position below:

Job Position: Customer Support Specialist

Job Location: Lekki, Lagos
Employment Type: Full-time

Overview

• Our Support team operates as the first point of contact for the PackaGo community. We’re looking for a Customer Support Specialist who brings excellent communication and problem-solving skills, and operates with a customer-first mentality.
• In this role you’ll act as an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users.
• This team operates 12 hours / 6 days per week. Customer Support Specialists work a 6-day workweek schedule that may include non-traditional hours such as evenings, weekends and holidays.

What You’ll Be Doing

• Provide phone, email, and text-based support to PackaGo customers, partners, users, and other community members
• Manage non-standard delivery situations with professionalism, empathy, and urgency
• Effectively use Zendesk and other internal tools to accurately log interactions and solve issues
• Address all customer concerns politely, using active listening skills to understand and confirm the information
• Balance efficiency and speed in addressing questions or issues while ensuring a high-quality customer experience
• Proactively monitor in-progress deliveries and take corrective action when necessary
• Collaborate with team members from various PackaGo departments to ensure seamless delivery experience

What You Bring

• Bachelor's Degree with relevant work experience.
• A combination of sales, or customer service experience, optionally with a technology or logistics company
• Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities
• Able to quickly and efficiently troubleshoot and solve problems
• Must be able to learn quickly within a fast-paced environment and changing requirements
• Proactive and able to comfortably navigate through uncertainty and ambiguity
• Must have the ability to work a schedule comprised of non-standard shifts, including evenings and weekends
• Fluency in Yoruba, a plus.

Method of Application
Interested and qualified candidates should send their CV and Cover Letter to: hr@pack-a-go.com using the Job position as the subject of the email.