About us
Gokada is the future of transportation in Nigeria starting with two-wheeler taxi-motor bikes (Okada’s) deliveries. We are staying true to two things as a transportation company: safety is #1 priority and the city is #1 customer. Our vision is to become the Operating System of cities for mobility, on-demand services, and financial services, by driving social and economic inclusion. Our purpose is: how can we make cities more livable?
Equal Opportunity
Gokada is an equal opportunity employer. We don’t tolerate discrimination against protected characteristics ( such as but not limited to gender, age, sexual orientation, race, nationality, ethnicity, religion, disability, veteran status.) We want all employees (including executives and People Success) to treat others with respect and professionalism.
The Challenge
Given the current Lagos market, traffic remains one of the biggest challenges. The city needs innovative projects to curb traffic, provide safer and better services, and make people lives easier.
THE OPPORTUNITY
After working on providing safe and reliable delivery services in Lagos, Gokada is looking to pilot new projects to give Lagosians safe, fast and reliable service. Looking for rock stars to take over the entire initiative of market research, running full scale test pilots and finally building/scaling the project. Will be initially a 3-month project which can be further converted to full-time position based on performance and interest.
THE TEAM
You’ll be joining a team of highly motivated and vibrant professionals that believe in collaboration, passionate about excellence and results. You’ll learn about the Gokada way, our values, learn from our team, management, while also sharing your own best practices and your own style. You'll get to know our quirks and how we celebrate and value everyone's personality on our team and organization as a whole.
The Customer Support Manager will be responsible for ensuring outstanding customer service to our customers by deploying effective procedures, implementing loyalty programs and setting customer service satisfaction goals.
THE SKILL SET
- Excellent verbal and written communication skills for effective and efficient communication.
- Data-driven decision making mindset and solid analytical skills for problem-solving.
- Good leadership and team building and engagement skills.
- Creativity and enthusiasm for building something innovative and impactful
- Interest in a company’s growth and self-development.
- Supervise day-to-day operations in the customer service department.
- Respond to customer service issues in a timely manner.
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Implement an effective customer loyalty program.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new customer service agents.
- Manage the approved budget of the customer service department.
- Stay informed on the latest industry techniques and methods.
- Degree in a relevant Business-oriented stream.
- A minimum of 3 years' demonstrable experience in a pertinent managerial position.
- Effective presentation and communications skills.
- Top-notch supervisory and conflict resolution skills.
- Ability to develop and motivate team members to be top performers.
