Job Description
Customer Experience Executive
Inquiries, Sales & Support | Routely
Location: Lagos, Nigeria
Employment Type: Full-time, On-site
Resumption: Immediate
Routely Systems Ltd. is a shipping and logistics solutions company helping individuals and businesses ship anything, anywhere, locally and internationally through her platform.
We are looking for a Customer Experience Executive to join our team immediately. You will take care of our esteemed customers from inquiries to support. You will handle customer enquiries, support customers through their shipping journey, follow up on enquiries, and turn enquiries into actual shipments.
What You Will Do
Respond to customer enquiries through our AI-assisted chat channels, email, and sometimes phone calls.
Understand customer needs, respond professionally and correctly to their questions, and guide them through the right shipping option on Routely.
Follow up on enquiries and convert interested customers into shipments.
Support customers through bookings, payments, pickups, tracking, clearance, and partner relations.
Handle complaints professionally and follow through until they are resolved.
Provide clear and timely updates to customers.
Keep customer records, conversations, and follow-ups properly updated in our CRM.
Escalate operational issues to the right team when necessary.
Identify opportunities to introduce customers to other Routely services.
Share recurring customer questions and feedback with the team to improve our service.
What We Are Looking For
Experience in customer service, customer experience, sales support, or a similar customer-facing role.
Experience in shipping, logistics, freight, courier services, or e-commerce is an advantage.
Strong interpersonal skills and a genuine customer-focused attitude.
Clear and professional communication, both written and spoken.
Good problem-solving skills and the ability to stay calm in difficult or urgent situations.
Comfortable handling multiple customer conversations and follow-ups at the same time.
Comfortable using CRM systems, chat platforms, email, and other digital tools. Experience with Zoho is an advantage.
Good attention to detail when handling customer and shipment information.
Able to work independently, take ownership, and follow tasks through to completion.
Able to work full-time, on-site in Lagos with reliable attendance and consistent availability.
Diploma or degree in Business, Logistics, Communications, or a related field is preferred. Relevant practical experience will also be considered.
What Will Make You Stand Out
You understand how shipping and logistics work.
You can explain shipping information in simple language.
You are skilled and comfortable selling through conversation.
You follow up without being reminded.
You take customer problems personally enough to see them through, while remaining professional.
You are organised and can work calmly in a fast-moving environment.
Compensation
Salary range will be discussed with shortlisted candidates during the interview process.
This is an immediate-resumption role. Candidates who can commit fully to the required working schedule are encouraged to apply.
Send CV to hr@routely.co
