Customer Support Specialist

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.

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

What You Bring

• A combination of sales, or customer service experience, optimally 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 problem solve and troubleshoot
• Comfortable with 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
• Prior CRM experience

Interested candidates should send their CVs to support@pack-a-go.com with the “Job Title” as the subject of the email.