Flash Delivery (Flash Express), a courier company providing parcel delivery, pickup, warehousing, fulfillment, and supply chain solutions, is recruiting qualified candidates for the position of Customer Experience Officer in Lagos.
The Customer Experience Officer will be responsible for handling customer inquiries, resolving complaints, tracking shipments, and supporting customer satisfaction across Flash Delivery’s logistics operations.
Job Details
- Job Title: Customer Experience Officer
- Company: Flash Delivery (Flash Express)
- Location: Trade Fair/Ojo, Lagos
- Employment Type: Full-time
- Experience: 1–3 years
- Salary: ₦120,000 – ₦150,000 monthly
- Application Deadline: 20 October 2026
Key Responsibilities
- Handle customer inquiries and complaints professionally.
- Track shipments and provide customers with accurate delivery updates.
- Escalate unresolved customer issues to the appropriate teams.
- Maintain accurate customer records.
- Support initiatives aimed at improving customer satisfaction ratings.
- Provide timely and accurate responses to customer inquiries across relevant communication channels.
- Resolve customer issues efficiently while maintaining a positive customer experience.
Key Performance Indicators (KPIs)
The Customer Experience Officer will be evaluated based on key performance indicators including:
- Customer Satisfaction (CSAT).
- Customer feedback rating.
- Complaint resolution rate.
- Percentage of complaints resolved.
- First Contact Resolution (FCR).
- Issues resolved during the first interaction.
- Average response time to customer inquiries.
- Customer retention rate.
- Number of escalated cases.
- Shipment tracking support accuracy.
- Accuracy of information provided to customers.
- Daily customer interactions, including calls, chats, and emails.
- Target: CSAT above 90%.
Requirements and Qualifications
Candidates applying for the Customer Experience Officer position should have:
- OND, HND, or Bachelor’s Degree in any relevant field.
- 1–3 years of experience in customer service or client relations.
- Experience in logistics or e-commerce customer support is an advantage.
- Excellent communication skills.
- Strong conflict-resolution abilities.
- Active listening skills.
- Good computer literacy.
- Customer relationship management skills.
Salary
₦120,000 – ₦150,000 monthly
Application Closing Date
20 October 2026
How to Apply
Interested and qualified candidates should send their applications to career@flashdelivery.africa using Customer Experience Officer as the subject of the email.
