Customer Support Assistant

TollyClassic Delivery is hiring a Customer Support Assistant to join its customer service and logistics operations team. This role is suitable for someone who communicates clearly, pays close attention to details and can follow several customer orders from dispatch to final delivery. The successful candidate will support customers, monitor active deliveries, update shipment records and work closely with riders, warehouse staff and other operations teams. Applicants searching for customer support jobs, logistics customer service jobs, delivery company jobs, call centre jobs or entry-level customer service roles in Jabi, Abuja are encouraged to apply.

KEY RESPONSIBILITIES

• Monitor orders and shipments that have gone out for delivery.
• Contact customers to confirm delivery details and resolve delivery-related enquiries.
• Provide merchants with clear and timely updates on the status of their orders.
• Update shipment records accurately, including delivered, rescheduled, unreachable customer, failed delivery and return statuses.
• Follow up on customers who are not answering calls or responding to messages.
• Communicate with riders and operations staff to confirm the progress of deliveries.
• Record changes to customer addresses, phone numbers, delivery instructions and other relevant details.
• Escalate delayed, missing, damaged or disputed shipments to the appropriate team.
• Handle customer complaints calmly and work towards a fair and timely resolution.
• Maintain proper records of calls, WhatsApp messages, complaints and completed follow-ups.
• Support the reconciliation of delivery information across customer support, warehouse and finance records.
• Prepare daily updates on pending deliveries, unsuccessful delivery attempts and unresolved customer issues.
• Protect customer information and follow company procedures when handling orders and payments.
• Carry out other customer support and administrative duties assigned by the Team Lead.

REQUIREMENTS

• OND, NCE, HND or bachelor’s degree in any relevant field.
• Previous experience in customer service, logistics, e-commerce, dispatch, retail, call centre operations or administrative support is an advantage.
• Clear spoken and written English.
• Ability to communicate politely and confidently by phone, WhatsApp and email.
• Good listening, record-keeping and problem-solving skills.
• Ability to remain calm when dealing with difficult or dissatisfied customers.
• Strong attention to names, phone numbers, addresses, prices and shipment details.
• Ability to use a smartphone, computer, Google Sheets, Microsoft Excel or similar tools.
• Ability to work with deadlines and follow up on several orders without losing track.
• Willingness to work closely with riders, warehouse staff, finance staff and other members of the operations team.
• Familiarity with locations and delivery routes within Abuja is an advantage.

The Person We Are Looking For

• takes responsibility for following issues through to resolution;
• does not ignore unanswered calls, delayed deliveries or incomplete records;
• communicates respectfully with customers and colleagues;
• can separate facts from assumptions when handling complaints;
• understands that every customer interaction affects the company’s reputation;
• is willing to learn and improve;
• can work with limited supervision after proper training; and
• is dependable, organised and honest.