Join Shuttlers – Redefining the Commute Experience
Shuttlers is a leading shared transportation platform designed to provide professionals in Lagos with a seamless, efficient, and stress-free commuting experience. Our goal is to transform daily travel into a productive, refreshing, and relaxing journey. With the Shuttlers App, users can book a seat, make payments, and track their shuttle’s arrival in real time.
Customer Service Associate
📍 Location: Lagos
📄 Job Type: Full-time
🎓 Qualification: BA/BSc/HND
📆 Experience: 4 – 5 years
🛠 Job Field: Customer Service
About the Role
We are seeking an experienced and customer-focused Senior Customer Service Associate to join our growing team. As a key point of contact for our valued customers, you will be responsible for addressing inquiries, resolving issues, and ensuring an exceptional service experience. In addition to direct customer support, you will mentor junior associates, contribute to service improvements, and uphold Shuttlers’ commitment to excellence and efficiency.
Key Responsibilities
✔ Customer Support: Respond promptly to customer inquiries, offering solutions related to bookings, routes, app functionality, and payments.
✔ Issue Resolution: Handle escalated customer complaints, ensuring swift and satisfactory resolutions.
✔ Mentorship: Guide and support junior team members, fostering professional growth and performance improvement.
✔ Service Quality Assurance: Monitor customer interactions, gather feedback, and maintain high service standards.
✔ Cross-Team Collaboration: Work closely with Operations and Technology teams to enhance service delivery and resolve issues.
✔ Process Optimization: Identify areas for improvement and implement best practices for better efficiency and customer satisfaction.
✔ Reporting & Analytics: Track customer interactions, generate reports, and contribute to continuous service enhancements.
✔ Training & Development: Lead training initiatives to ensure the team stays informed about company policies and service updates.
✔ Customer Retention: Develop strategies to enhance customer loyalty and long-term engagement.
✔ Tech Utilization: Use customer service platforms and CRM tools to efficiently manage and resolve inquiries.
What We’re Looking For
✔ Experience: 4-5 years in customer service, preferably in the transportation or mobility industry.
✔ Leadership Skills: Experience leading or mentoring a team with the ability to inspire collaboration and drive results.
✔ Strong Communication: Excellent verbal and written communication skills with a professional and empathetic approach.
✔ Problem-Solving Ability: Strong analytical skills to quickly assess, troubleshoot, and resolve issues.
✔ Tech-Savvy: Familiarity with customer service platforms, CRM tools, and mobile applications.
✔ Customer-Centric Mindset: A passion for delivering exceptional customer experiences.
✔ Multitasking: Ability to manage multiple customer inquiries in a fast-paced environment.
✔ Adaptability: Open to change, challenges, and dynamic customer needs.
✔ Education: A Bachelor’s degree or equivalent experience is preferred.
How to Apply
Are you passionate about customer service and eager to make an impact?
