Customer Service Representative

About the role

Dariola Foods And Logistics Ltd is hiring a Customer Service Representative in Lagos (Marina) for its shipping and logistics business. The role covers answering calls, assisting customers with shipping inquiries and complaints, and handling the end-to-end customer journey from package receipt to shipment follow-up.

Key responsibilities

• Answer calls promptly (within 3 rings) with the company's standard greeting.
• Greet and assist walk-in and online customers on shipping rates, timelines, procedures and cargo services.
• Handle customer complaints professionally and ensure prompt resolution.
• Maintain accurate records of interactions, tracking, delays, missing or damaged items, payments and complaints.
• Update Jotform entries and the CRM with customer and shipment data, including sea and air cargo invoices.
• Collaborate with other departments to resolve issues and improve service quality.
• Support customers by phone, email and social media; respond to messages on Facebook, WhatsApp, TikTok, Instagram and Meta Business Suite.
• Conduct after-shipment follow-ups to keep customers informed.
• Receive packages, verify sender identity, collect shipment details and create shipment records.
• Assist with packaging, inspection and preparation of shipments, including documentation.
• Monitor pick-up and drop-off activities, contact senders for receiver details and log sender and receiver information in the record book.

Required profile

• Minimum of 1 year of experience.
• HND in a related field.

Required skills

• CRM and data management proficiency.
• Communication and teamwork skills.