Key Duties and Responsibilities:

• Provide first level contact and convey resolutions to truck drivers and customers issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update drivers’ data and produce activity reports
• Follow up with drivers and customers complaints, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed drivers and customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Requirements

• Bachelor’s Degree or HND in Humanities or Social Sciences.
• At least 3 years work experience in providing customer support via telephone, email, in-person and actively handling inquiries issues.
• Excellent communication skills, both verbal and written, withe the ability to explain complex information clearly and concisely. Multilingual skills (ability to communicate in Hausa language is and added advantage)
• Strong problem escalation and solution skills
• Empathy and patience with attention to details,
• Strong time management and prioritization skills
• Strong analytical, problem solving and active listening skills
• Proficiency in Microsoft office suites

Skills and Behaviors:

• Ability to appraise and use IT packages and electronic communication methods.
• Tact, diplomacy and calmness, especially when dealing with tired drivers and disgruntled customers.
• An analytic mind and good numeracy skills.
• Excellent geographical knowledge.
• Good people management and coordination skills.
• Excellent financial acumen.
• Excellent negotiation and communication skills.
• Extensive knowledge of the transportation industry.

• Good intuition to make crucial judgment calls.

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development