Customer Experience Officer

Flash Delivery - Customer Experience Officer

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.

Application Closing Date

24th October, 2026.