CUSTOMER SERVICE EXECUTIVE AT FUTURE MOVES RECRUITMENT AGENCY LIMITED | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Future Moves Recruitment Agency Limited (FMR Agency) is a licensed full-fledged Human Resource firm with extensive expertise and experience in human Capital development and staffing.

Job Description:

FMR Agency is seeking a high-caliber Customer Service Executive to join our logistics operations in Mafoluku, Lagos. In the shipping and freight industry, the "Customer Experience" is the vital link between a warehouse and a satisfied client. This role is designed for a "Logistics Diplomat"—someone who can navigate complex shipment data and translate it into clear, professional communication for our clients.

Your mission is to manage the end-to-end customer journey for our shipping services. You will be responsible for resolving billing discrepancies, providing real-time tracking intelligence, and coordinating with dispatch teams to ensure every package reaches its destination. If you have the professional grit to handle escalations and the analytical mind to manage service reporting in a fast-paced environment, we want you on our team.

Requirements:

1. Shipment Lifecycle & Inquiry Management

• Real-Time Intelligence: Handle high-volume inquiries regarding shipment status, freight delays, and account registrations with speed and accuracy.

• Proactive Tracking: Provide customers with detailed tracking updates, acting as the primary information bridge throughout the shipping process.

• Billing Integrity: Resolve complex billing discrepancies and payment inquiries to ensure financial transparency.

2. Operational Coordination & Escalation

• Cross-Functional Synergy: Coordinate closely with internal freight, dispatch, and warehouse teams to solve delivery-related bottlenecks.

• Conflict Resolution: Manage high-pressure escalations professionally, ensuring that "At-Risk" shipments are prioritized and resolved within service standards.

• Problem Solving: Identify root causes of service failures and collaborate with the operations team to prevent recurrence.

3. Performance Analytics & Documentation

• Service Reporting: Prepare periodic performance reports that highlight customer satisfaction trends, response times, and resolution rates.

• Record Governance: Maintain meticulous service records and customer interaction logs within our CRM/Database to ensure data-driven decision-making.

Qualifications and Skills:

Professional Profile

• Education: Bachelor’s degree in Business Administration or a related field.

• Experience: Minimum of 2 years of progressive experience in a customer service role, preferably within logistics, courier, or freight forwarding.

• Technical Skills: Strong proficiency in reporting tools and shipment tracking software.

Core Competencies

• Communication: Exceptional verbal and written skills for professional client interaction.

• Emotional Intelligence: Strong conflict resolution skills and the ability to maintain composure in a fast-paced, high-volume environment.

• Operational Agility: Ability to multitask and coordinate between multiple internal departments effectively.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV and Cover letters to: hr@fmragency.com using the Job Position as the subject of mail.

Note: Only shortlisted candidates will be contacted.