About Company
GIG Logistics (GIGL) is a leading indigenous logistics company with a mission to redefine the logistics industry in Nigeria, Africa, and beyond. We are committed to providing innovative, technology-driven logistics and supply chain solutions that meet the evolving needs of our customers, from individuals to large corporations. With a vast network of service centers, state-of-the-art infrastructure, and a relentless focus on customer satisfaction, GIGL empowers businesses, particularly those in the burgeoning e-commerce sector, to reach their customers efficiently and reliably. We pride ourselves on fostering a dynamic work environment where creativity, collaboration, and continuous learning are highly valued.
Job Description
Are you passionate about delivering exceptional customer service through digital channels? Do you thrive in a fast-paced e-commerce environment and possess a knack for problem-solving? GIG Logistics is expanding our remote customer support team and seeking dedicated Online Chat Support Agents to assist our e-commerce platform users.
In this pivotal remote role, you will be the first point of contact for our valued customers, partners, and vendors, providing real-time support for inquiries related to our e-commerce logistics services. Your primary responsibility will be to manage incoming chat conversations, addressing a wide array of topics including order tracking, delivery schedules, service inquiries, issue resolution, and general platform navigation. This isn’t just about answering questions; it’s about building trust, providing accurate information, and ensuring a seamless, positive experience for every user. You will utilize our internal tools and knowledge base to efficiently resolve queries, escalate complex issues to the appropriate internal teams when necessary, and follow up to ensure a satisfactory resolution.
We are looking for individuals who are not only articulate and empathetic but also highly proficient in written communication and comfortable with technology. As a remote agent, you’ll need to be self-motivated, disciplined, and capable of managing your workload effectively from a home office setting. You’ll play a crucial role in maintaining GIGL’s reputation for excellent customer service, contributing directly to customer retention and satisfaction within our rapidly growing e-commerce ecosystem. This is an incredible opportunity to join a forward-thinking company and contribute to the digital transformation of logistics in Africa, all from the comfort of your home in Ojota, Kosofe.
Key Responsibilities
- Provide real-time online chat support to customers, partners, and vendors regarding e-commerce logistics services.
- Respond promptly and accurately to inquiries about order status, tracking, delivery issues, service options, and general platform usage.
- Diagnose and troubleshoot customer issues efficiently, offering solutions and clear explanations.
- Escalate complex or unresolved issues to specialized teams and follow up to ensure timely resolution.
- Maintain detailed and accurate records of customer interactions and transactions.
- Educate customers on GIG Logistics' e-commerce offerings and self-service tools.
- Contribute to the continuous improvement of customer support processes and knowledge base content.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Collaborate effectively with cross-functional teams to enhance the overall customer experience.
- Manage multiple chat conversations simultaneously while maintaining high standards of quality and efficiency.
Required Skills
- Excellent written communication skills in English.
- Proven experience in a customer service role, preferably in an online or chat-based environment.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software and other customer support tools.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High level of empathy and patience when dealing with customer concerns.
- Reliable internet connection and a dedicated quiet workspace for remote work.
- Strong attention to detail and accuracy.
- Ability to learn and adapt quickly to new technologies and processes.
Preferred Qualifications
- Bachelor's degree or HND in any discipline.
- Previous experience working with an e-commerce platform or logistics company.
- Familiarity with Nigerian e-commerce landscape and customer expectations.
- Experience with Zendesk, Intercom, or similar chat support platforms.
- Ability to communicate in local Nigerian languages (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive salary and performance bonuses.
- Opportunity to work remotely from your home in Ojota, Kosofe.
- Comprehensive training and professional development opportunities.
- Access to a supportive and collaborative remote team environment.
- Health and wellness programs.
- Contribution to a rapidly growing and innovative logistics company.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience in online customer support and any familiarity with e-commerce platforms. We look forward to reviewing your application!