Customer Experience Officer
Location: Ikom, Cross River
Employment Type: Full-time
Job Description
- Flash Delivery (Flash Express) is a technology-driven logistics and courier company that provides fast, reliable, and secure parcel delivery services for individuals, e-commerce businesses, and corporate clients.
- The company focuses on last-mile delivery, parcel pickup, warehousing, fulfillment, and supply chain solutions to ensure timely movement of goods and customer satisfaction.
Responsibilities
- Handle customer inquiries and complaints.
- Track shipments and provide updates.
- Escalate unresolved issues.
- Maintain customer records.
- Improve customer satisfaction ratings.
KPI
- Customer Satisfaction (CSAT)
- Customer feedback rating
- Complaint Resolution Rate
- % complaints resolved
- First Contact Resolution
- Issues resolved at first interaction
- Response Time
- Average response time to inquiries
- Customer Retention Rate
- Repeat customers maintained
- Escalation Rate
- Number of escalated cases
- Shipment Tracking Support Accuracy
- Correct information provided
- Daily Customer Interactions
- Calls, chats, emails handled
- Target: CSAT above 90%.
Requirements
- OND / HND / 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.
Skills:
- Excellent communication.
- Conflict resolution.
- Active listening.
- Computer literacy.
- Customer relationship management.
Salary
N120,000 - N150,000 per month.
Application Closing Date
23rd September, 2026
Method of Application
Interested and qualified candidates should send their Applications to: career@flashdelivery.africa using the Job Position as the subject of the mail.