Customer Service Officer

Owens & Xley Consults - Our client, a leading Courier and Logistics company, is looking to fill the position below:

Job Position: Customer Service Officer

Location: Lagos

Key Responsibilities

  • Answer calls, emails and web chat enquiries from prospective customers
  • Ensure that all telephone lines are turned on by 8:30 am Monday to Friday
  • Work with Operations Manager to provide delivery status updates to customers
  • Create a tracking identity number for each job order
  • Work with Operations Manager to provide quotations for international freight
  • Provide customers with accurate information regarding the company’s services
  • Receive orders, record and transmit to Operations Manager
  • Return all missed calls
  • Keep and maintain the staff attendance register
  • Ensure compliance with set standards of customer service when conversing with clients
  • Help achieve sales objectives by making telesales and utilizing upselling opportunities
  • Create and update customer profile/accounts to allow for easy resolution of customer problems
  • Escalate complex issues to the Operations Manager for proper resolution
  • Maintain records of inquiries or complaints as well as logs of interaction with customers
  • Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
  • Go the extra mile to build and maintain positive trust relationship with clients
  • Perform all other duties as assigned

Educational Qualification

  • B.Sc or HND in English Mass Communication or any related discipline


  • 1-2+ years in a Customer Service or similar role

Skills and Abilities:

  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situations appropriately
  • High proficiency in MS office suite
  • Must be able to prepare management reports and correspondence
  • Good knowledge of administrative and clerical processes
  • Good stress and time management skills

Personal Attributes:

  • Highly organized and detailed
  • Passion for people
  • Loves to talk and socialize
  • Has high energy levels
  • Attention to detail

12th September, 2017.