Customer Experience Officer at Flash Delivery – Ilupeju, Lagos

Flash Delivery (Flash Express) is recruiting a full-time Customer Experience Officer in Ilupeju, Lagos. The role handles customer enquiries, shipment tracking and complaints, and supports prompt resolution and service improvement.

Responsibilities

• Respond to customer calls, messages, enquiries and complaints.
• Track parcels and communicate accurate shipment updates.
• Escalate unresolved matters to the appropriate team and follow their resolution.
• Maintain complete customer interaction records.
• Identify opportunities to improve satisfaction and customer retention.

Performance indicators

• Customer satisfaction score (CSAT), with a target above 90%.
• Customer feedback ratings and overall complaint-resolution rate.
• First-contact resolution and average enquiry response time.
• Retention of repeat customers and tracking of escalated cases.
• Accuracy of shipment-tracking support and daily number of customer interactions.

Requirements

• OND, HND or bachelor’s degree in a relevant field.
• One to three years of customer service or client relations experience.
• Male applicants are specified for this vacancy.
• Excellent written and verbal communication, active listening and conflict resolution.
• Computer literacy and customer relationship management skills.
• Experience in logistics or e-commerce support is an advantage.

Remuneration

₦120,000–₦150,000 per month.