Customer Success Officer

Company Description

OnePort 365 is Africa’s digital gateway to seamless global trade, providing innovative freight solutions including trucking, shipping, warehousing, customs brokerage, and marine insurance at competitive rates. Powered by cutting-edge technology, our real-time freight forwarding platform enables consignees to manage cargo movements with transparency, visibility, and complete control. Headquartered in Lagos State, Nigeria, we are dedicated to simplifying freight forwarding, ensuring cost efficiency, and consolidating documentation through a unified and collaborative system. Our mission is to revolutionize Africa's participation in global trade through technology-driven solutions and exceptional customer service.

OnePort 365 is looking for a proactive Customer Success Officer to drive seamless service delivery, customer satisfaction, and retention across our logistics operations.

What You'll Do

• Ensure on-time delivery (OTD) and smooth execution of shipments
• Manage issue resolution & escalations within defined SLAs
• Drive customer retention, repeat bookings, and account growth
• Improve customer experience (NPS) and feedback management
• Provide proactive communication & real-time shipment updates
• Support customer onboarding and adoption of digital tools

Success Metrics (KPIs)

• Achieve ≥85–90% On-Time Delivery
• Resolve ≥90% of issues within SLA
• Improve customer retention & repeat bookings
• Maintain NPS ≥75–80%
• Drive 50%+ digital product adoption

Requirements

• 2–5 years experience in Customer Success / Operations / Logistics
• Strong problem-solving and stakeholder management skills
• Experience in customer engagement, service delivery, or supply chain

If you’re passionate about delivering exceptional customer experiences and driving impact, we’d love to hear from you.

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