speedaf is currently hiring for the position of Customer Service Supervisor to join their team. 
 

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• Supervise and coordinate the assigned Customer Service section to ensure prompt, professional, and consistent handling of customer enquiries, requests, complaints, and orders.
• Monitor and maintain accurate customer orders and information in the relevant systems, ensuring timely updates and proper documentation.
• Oversee the collection, processing, and follow-up of customer orders to ensure accuracy and timely execution.
• Ensure effective daily order management, including monitoring order entries, identifying discrepancies, and maintaining high levels of data accuracy.
• Supervise the preparation and issuance of local documentation, including invoices, delivery notes, receipts, and other required verification documents.
• Monitor shipment/order tracking and ensure consistent follow-up from order placement through successful delivery.
• Work closely with Station Supervisors and Operations teams to coordinate smooth deliveries and ensure appropriate riders are deployed to the right locations at the right time.
• Supervise the management of customer complaints and claims, ensuring timely investigation, resolution, documentation, and follow-up of outstanding cases.
• Analyse recurring customer complaints and service failures, develop corrective action plans, and implement measures to prevent recurrence.
• Monitor Customer Service performance against agreed KPIs and service-level standards, identifying gaps and driving continuous improvement.
• Develop, maintain, and enforce Customer Service procedures and operational standards to ensure accurate order entry, efficient shipment tracking, timely delivery, and quality customer experience.
• Prepare and review Customer Service reports, dashboards, and performance metrics to monitor team productivity, service quality, complaint resolution, order accuracy, and other key KPIs.
• Coach, guide, and support Customer Service team members to improve productivity, service delivery, communication, and customer-handling skills.
• Escalate critical customer issues, operational challenges, and recurring service gaps to the Manager or Business Head with appropriate recommendations for resolution.
• Collaborate with Operations, Sales, Finance, and other relevant departments to resolve customer-related issues and improve overall service delivery.
• Serve as the primary link between Speedaf and its customers, ensuring effective communication, timely resolution of concerns, and a strong customer-focused service experience.
• Perform other duties and responsibilities as assigned by the Manager or Business Head.

• Years of Experience: Minimum of 4 years’ experience as Customer Service Team lead/Supervisor in logistics, E-commerce and other related industry
• HND / BSC degree in relevant fields.

Skills Required
• Must have team management skills
• Must be Customer oriented.
• Understanding of MAP functionalities.
• Knowledge on Customer Service practices and principles.
• Organization skills to manage work request & ability to work efficiently and calmly under pressure
• Intermediate to Advanced excel knowledge.
• Ability to handle various tasks with humility and business drive.

To apply send your application to [email protected] using the job role as the subject of the mail.

Note: Only qualified candidates will be contacted.

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