Job Description
Job Title: Customer Service Supervisor
Company: Speedaf Express Nigeria
Location: Lagos
Department: Customer Service / Operations
Reports To: Customer Service Manager / Operations Manager
Job Summary
The Customer Service Supervisor will oversee daily customer service operations, manage call-handling teams, and serve as the primary escalation point for key accounts. The role requires strong experience in logistics or express delivery, excellent communication skills, and the ability to ensure fast resolution of customer issues while maintaining Speedaf’s service standards.
Key Responsibilities
• Supervise and coordinate customer service agents handling inbound and outbound calls
• Monitor call quality, response time, and resolution rates to meet service KPIs
• Handle escalations related to delivery delays, lost shipments, returns, and complaints
• Manage and maintain relationships with key corporate and high-volume accounts
• Provide timely updates to key accounts on shipment status and service issues
• Collaborate with operations, dispatch, and hub teams to resolve customer concerns
• Prepare daily and weekly customer service performance reports
• Train, coach, and motivate customer service staff to improve service quality
Requirements & Qualifications
• HND/Bachelor’s degree in Business Administration or related field
• Minimum of 3–5 years experience in customer service within logistics, courier, or e-commerce
• Proven experience managing call-center operations
• Strong knowledge of key account management and client relationship handling
• Excellent communication, problem-solving, and leadership skills
• Ability to work under pressure in a fast-paced logistics environment
• Proficiency in CRM systems and basic reporting tools
Job Type: Full-time
Pay: ₦120,000.00 - ₦160,000.00 per month
Company: Speedaf Express Nigeria
Location: Lagos
Department: Customer Service / Operations
Reports To: Customer Service Manager / Operations Manager
Job Summary
The Customer Service Supervisor will oversee daily customer service operations, manage call-handling teams, and serve as the primary escalation point for key accounts. The role requires strong experience in logistics or express delivery, excellent communication skills, and the ability to ensure fast resolution of customer issues while maintaining Speedaf’s service standards.
Key Responsibilities
• Supervise and coordinate customer service agents handling inbound and outbound calls
• Monitor call quality, response time, and resolution rates to meet service KPIs
• Handle escalations related to delivery delays, lost shipments, returns, and complaints
• Manage and maintain relationships with key corporate and high-volume accounts
• Provide timely updates to key accounts on shipment status and service issues
• Collaborate with operations, dispatch, and hub teams to resolve customer concerns
• Prepare daily and weekly customer service performance reports
• Train, coach, and motivate customer service staff to improve service quality
Requirements & Qualifications
• HND/Bachelor’s degree in Business Administration or related field
• Minimum of 3–5 years experience in customer service within logistics, courier, or e-commerce
• Proven experience managing call-center operations
• Strong knowledge of key account management and client relationship handling
• Excellent communication, problem-solving, and leadership skills
• Ability to work under pressure in a fast-paced logistics environment
• Proficiency in CRM systems and basic reporting tools
Job Type: Full-time
Pay: ₦120,000.00 - ₦160,000.00 per month
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