Customer Experience Officer (CXO)

Job Summary

The Customer Experience Officer (CXO) is responsible for delivering exceptional end-to-end customer support across all touchpoints of Fasta Delivery Services. This role focuses on ensuring customer satisfaction, building trust, resolving issues efficiently, and continuously improving the overall customer journey for senders, riders, and delivery partners.

The ideal candidate is customer-focused, highly organized, tech-savvy, and passionate about creating positive service experiences in a fast-paced logistics environment.

Key Responsibilities

Customer Support & Engagement

  • Serve as the primary point of contact for customers via phone calls, emails, live chat, social media, and in-app support channels.

  • Respond promptly and professionally to customer inquiries, complaints, delivery issues, and service requests.

  • Provide accurate information regarding deliveries, pricing, timelines, policies, and service offerings.

  • Ensure customers feel heard, valued, and supported throughout their interaction with Fasta Delivery.

Issue Resolution & Escalation

  • Investigate delivery-related issues such as delays, missing items, damaged goods, payment concerns, or rider-related complaints.

  • Work closely with Operations, Riders, and Platform teams to resolve issues efficiently and within agreed service timelines.

  • Escalate complex or unresolved cases to the appropriate team while ensuring timely follow-up with customers.

  • Maintain ownership of customer issues until resolution is achieved.

Customer Experience Improvement

  • Collect and document customer feedback, complaints, and suggestions to identify service improvement opportunities.

  • Analyze recurring customer issues and propose practical solutions to enhance service quality and customer satisfaction.

  • Support the implementation of customer experience initiatives, policies, and service standards.

  • Contribute to the continuous improvement of customer support processes and workflows.

Communication & Relationship Management

  • Build and maintain strong relationships with customers by delivering consistent, friendly, and empathetic service.

  • Ensure communication aligns with Fasta Delivery’s brand tone, values, and customer service standards.

  • Educate customers on how to use the platform effectively, including order placement, tracking, and issue reporting.

Documentation & Reporting

  • Accurately log all customer interactions, complaints, and resolutions using the company’s CRM or support systems.

  • Prepare periodic reports on customer satisfaction, common issues, resolution time, and service performance metrics.

  • Ensure proper documentation for audit, compliance, and internal review purposes.

Compliance & Professional Standards

  • Adhere strictly to company policies, data protection regulations, and confidentiality requirements.

  • Maintain professionalism, integrity, and accountability in all customer interactions.

  • Support training and onboarding of new customer service team members when required.

Required Qualifications & Skills

Educational Qualifications

  • Minimum of OND/HND/Bachelor’s Degree in Business Administration, Mass Communication, Marketing, or a related field.

Experience

  • Minimum of 1–3 years experience in customer service, customer support, call center, or customer experience roles.

  • Experience in logistics, e-commerce, delivery services, or tech-based platforms is an added advantage.

Skills & Competencies

  • Excellent verbal and written communication skills.

  • Strong problem-solving and conflict resolution abilities.

  • Customer-focused mindset with high emotional intelligence and empathy.

  • Ability to multitask and work effectively in a fast-paced environment.

  • Proficiency in using CRM tools, ticketing systems, and digital communication platforms.

  • Good time management, attention to detail, and organizational skills.

  • Ability to work collaboratively with cross-functional teams.

Key Performance Indicators (KPIs)

  • Customer satisfaction score (CSAT).

  • First response and resolution time.

  • Number of successfully resolved customer issues.

  • Customer retention and repeat usage feedback.

  • Quality and accuracy of documentation and reports.

Working Conditions

  • May require shift work, weekends, or public holiday availability depending on service demand.

  • Office-based or hybrid work environment, depending on company policy.

  • High level of interaction with customers and internal teams.

Why Join Fasta Delivery Services?

  • Opportunity to be part of a fast-growing logistics and technology-driven company.

  • Collaborative and supportive work environment.

  • Career growth and professional development opportunities.

  • Ability to make real impact by shaping customer experiences.

Job Category: Operations
Job Type: Full Time
Job Location: Akure

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