CUSTOMER SERVICE SUPPORT AT SKYNET WORLDWIDE EXPRESS | CUSTOMER CARE JOBS IN LAGOS

About Company:

In the United Kingdom SkyNet Worldwide Express is headquartered close to Heathrow airport with established branch offices in the key cities of Birmingham, Bristol, Cardiff, Edinburgh, Glasgow, Leeds, Manchester, Nottingham, Newcastle and Southampton. With very experienced and knowledgeable staff who are passionate about the delivery of great customer service you will always speak to a human being who will provide professional advice and assistance allowing you to concentrate on your core business and enabling us to use our distribution expertise to provide you with the competitive edge in your market.

Job Description:

We are seeking a high-caliber Customer Support Specialist to serve as the critical link between our customers and our delivery operations. This is a technical support role that goes beyond basic communication; you will act as a "Control Tower" operator, monitoring track-and-trace systems, correcting shipment data, and analyzing delivery KPIs. The ideal candidate possesses a deep understanding of courier workflows and advanced proficiency in Microsoft Excel to turn logistics data into actionable performance insights. If you are a problem-solver who thrives in the fast-paced world of last-mile delivery, this is the role for you.

Requirements:

1. Track-and-Trace & System Integrity

• Event Monitoring: Real-time monitoring of shipment tracking systems to ensure every package has a transparent, accurate journey.

• Data Correction: Identify and rectify incorrect or missing scan events in the system, ensuring that what the customer sees on the portal reflects the true status of the shipment.

• Escalation Management: Proactively identify and escalate "at-risk" shipments, such as misroutes or failed deliveries, before the customer complains.

2. Operations & Last-Mile Coordination

• Field Liaison: Work directly with delivery drivers and hub operations to ensure they understand the importance of timely scan updates.

• Exception Resolution: Act as the primary bridge between the warehouse and the customer to resolve "difficult" deliveries and delivery delays.

• Driver Feedback: Support the improvement of last-mile performance by providing operational teams with feedback based on customer complaints and delivery failures.

3. Reporting & Advanced Data Analysis

• KPI Dashboards: Utilize Microsoft Excel to create daily and weekly reports on On-Time Delivery (OTD), exception rates, and resolution turnaround times.

• Trend Analysis: Identify recurring patterns in failed deliveries or specific hub delays and provide actionable insights to management.

• System Proficiency: Seamlessly navigate internet-based logistics portals and internal CRM tools to maintain a 100% accurate digital audit trail of all customer interactions.

Qualifications and Skills:

Education & Experience

• Academic Background: HND or Degree in Supply Chain Management, Logistics, Business Administration, or Social Sciences.

• Proven Tenure: 2–3 years of experience in a logistics-focused customer support or courier operations role.

• Domain Expertise: Solid understanding of track-and-trace systems and last-mile delivery workflows.

Technical & Soft Skills

• Software Mastery: Advanced proficiency in Microsoft Excel (pivot tables, data visualization) and the broader MS Office suite.

• Digital Savvy: Exceptional skills in navigating internet-based logistics platforms and CRM tools.

• Communication: High-level verbal and written communication skills suitable for managing high-pressure escalations.

Salary

Application Closing Date: 31st January, 2026

Application Instructions:

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