CUSTOMER SUPPORT SPECIALIST JOB AT WHOOSH LOGISTICS | CUSTOMER CARE JOBS IN LAGOS

About Company:

Whoosh NG is an thriving logistics business with one of the best operations processes, structure and outlook in the SME category in Lagos State. Having been in business for three years, Whoosh NG has fulfilled more than 20,000 deliveries locally and globally. However, Whoosh NG is evolving from the conventional business space to become a Logistics Technology Company

Job Description:

As a Customer Support Specialist, you will be the primary voice of Whoosh, serving as the critical link between our logistics technology and our users. You will be responsible for supporting customers across multiple channels—chat, email, and phone—ensuring every interaction is handled with speed, empathy, and precision. In the fast-paced world of on-demand delivery, you will solve real-time problems, from tracking delays to resolving payment discrepancies. If you are a professional problem-solver who takes pride in turning a frustrated user into a loyal brand advocate, we want you on our team.

Requirements:

1. Omnichannel Resolution & Technical Support

• Inquiry Management: Provide prompt and accurate responses to customer inquiries across chat, email, and phone systems.

• Problem Solving: Resolve complex delivery issues, including late arrivals, damaged items, refund requests, and technical app-related troubleshooting.

• User Advocacy: Maintain a high level of empathy and professionalism, ensuring that the customer feels heard and valued throughout the resolution process.

2. Operational Collaboration & Escalation

• Internal Liaison: Collaborate closely with the Operations and Fulfillment teams to resolve logistical bottlenecks and high-priority escalations.

• CRM Integrity: Meticulously document every customer interaction in the CRM system to ensure continuity of care and data accuracy.

• Feedback Loop: Proactively identify recurring customer pain points and suggest process improvements to the product and operations teams.

3. Performance & Quality Assurance

• KPI Excellence: Consistently meet or exceed key performance indicators, including First Response Time (FRT), Average Resolution Time (ART), and Customer Satisfaction (CSAT) scores.

• Brand Standards: Ensure every communication reflects Whoosh’s professional brand voice and quality standards.

Qualifications and Skills:

Experience & Technical Skills

• Proven Tenure: Previous experience in a customer support or call center role is mandatory.

• Tool Proficiency: Comfortable using CRM platforms (e.g., Zendesk, Salesforce), live chat systems, and navigating mobile applications.

• Multi-tasking: Proven ability to manage multiple chat windows or support tickets simultaneously in a high-pressure environment.

Core Competencies

• Empathy & Composure: Ability to remain calm and professional when dealing with upset or frustrated customers.

• Attention to Detail: Strong problem-solving mindset with the ability to spot technical or logistical errors quickly.

• Communication: Exceptional verbal and written communication skills with a focus on clarity and speed.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: careers@whoosh.com.ng using "Customer Support Specialist – Whoosh" as the subject of the email.