Customer Support Representative in Lagos at PicckR

Job Description

Role Overview
• We are looking for a Customer Support Representative to provide top-notch assistance to our users, ensuring fast and effective issue resolution.
• This role requires strong communication skills, problem-solving abilities, and a proactive approach to customer retention.
• The ideal candidate will manage inquiries, resolve disputes, and re-engage inactive users to improve overall customer satisfaction and platform engagement.

Key Responsibilities
Customer Inquiry Handling:
• Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
• Assist users with booking, payment processes, and troubleshooting technical issues.
• Educate users on PicckR’s features and benefits to enhance their experience.
• Maintain accurate records of customer interactions, resolutions, and escalations.

Issue Resolution & Dispute Management:
• Address and resolve customer complaints, disputes, and technical issues efficiently.
• Escalate operational or complex issues to the appropriate teams when necessary.
• Follow up on unresolved cases to ensure a satisfactory resolution.

Customer Feedback & Service Improvement:
• Collect and analyze customer feedback, identifying common pain points and concerns.
• Work with operations and product teams to suggest platform improvements based on recurring issues.
• Monitor service trends and proactively address potential concerns before they escalate.

User Retention & Re-Engagement:
• Conduct outreach campaigns via calls, emails, and SMS to re-engage inactive users.
• Make follow-up calls with users who have stopped using the platform to understand their concerns.
• Provide personalized solutions to encourage past users to return to PicckR.
• Collaborate with the operations team to develop and implement retention strategies.

Key Performance Indicators (KPIs)
Daily KPIs:
• First Response Time:
• Chat: Under 2 minutes
• Email: Under 5 minutes
• Ticket Resolution Time: 90% of inquiries resolved within 24 hours
• Number of Interactions Handled: Minimum 50 inquiries (chat, email, and phone) per shift
• Customer Satisfaction Score (CSAT): Maintain 90%+ positive ratings from users
• Re-engagement Calls: Make at least 50 calls to inactive users per shift.

Weekly KPIs:
• Average Ticket Resolution Time: Less than 6 hours per inquiry
• Escalation Rate: Less than 10% of cases should require escalation to higher support tiers
• Inactive User Conversion Rate: At least 10% of contacted inactive users should take action (e.g., book a delivery, update profile, refer someone)
• Chat vs. Email Balance: Ensure timely and equal response efficiency across all channels
• Ticket Accuracy: Minimal errors in case logging and resolution
• User Reactivation Rate: At least 15% of previously inactive users should return to the platform after outreach
• Customer Feedback Trends: Identify and report the top 3 recurring customer concerns weekly.

Expectations for Success:
• Customer-First Mindset: Always prioritize user satisfaction and provide empathetic and solution-oriented support.
• Proactive Problem-Solving: Identify and resolve customer pain points efficiently.
• Fast & Effective Communication: Respond promptly and professionally to all inquiries.
• Retention & Engagement Focus: Actively re-engage and retain users to increase platform activity.
• Cross-Team Collaboration: Work with operations, product, and marketing teams to improve the customer experience.
• Continuous Improvement: Stay updated on best practices and user feedback trends to enhance service quality.

Required Qualifications & Skills
• Bachelor’s Degree
• Experience: 1+ years in customer support, sales, or a related role.
• Communication: Strong written and verbal skills in English (additional languages are a plus).
• Problem-Solving: Ability to handle customer issues efficiently and empathetically.
• Multitasking: Capable of managing multiple inquiries across various support channels.
• Tech-Savvy: Familiarity with customer support tools (e.g., Zendesk, Zoho) is a plus.
• Industry Knowledge: Experience in logistics, ride-sharing, or delivery services is a bonus.