About the Role
KADPick is an innovative on-demand logistics platform based in Lagos, Nigeria, connecting everyday users and businesses with verified freelance riders and top-tier logistics providers. We are currently seeking a dynamic and empathetic Customer Support Officer to join our growing team. In this role, you will serve as the primary point of contact for our customers, ensuring seamless delivery experiences, addressing user inquiries, and resolving operational issues with speed and professionalism. If you are passionate about customer satisfaction and thrive in a fast-paced tech-driven environment, we want to hear from you.
Key Responsibilities- Manage incoming customer inquiries, complaints, and feedback via phone, email, live chat, and social media channels.
- Coordinate effectively with verified freelance riders and logistics partners to resolve active delivery issues in real time.
- Maintain accurate records of customer interactions, support tickets, and resolution steps in the company database.
- Identify recurring customer pain points and provide actionable insights to the operations and product development teams.
- Educate users on how to effectively navigate and utilize the KADPick platform for their personal and business logistics needs.
- Ensure adherence to company service level agreements (SLAs) regarding response and resolution times.
- Possession of a Bachelor's degree or equivalent relevant qualification from a recognized institution.
- Proven experience working in a customer support, call center, or client-facing role, preferably within the logistics or tech industry.
- Exceptional verbal and written communication skills with a strong command of the English language.
- Demonstrated ability to remain calm, patient, and professional while handling high-pressure situations and difficult inquiries.
- Proficiency in using customer support software, CRM tools, and general office productivity applications.
- Strong problem-solving abilities and a keen attention to detail.
- Competitive salary package commensurate with experience and industry standards.
- Opportunities for professional growth and career advancement within a fast-growing tech startup.
- A collaborative, energetic, and inclusive work environment based in Lagos.
- Health insurance coverage and other employee wellness benefits.