Customer Support / Order Desk
Indexed description
Company Description
WiCool is a Cooling-as-a-Service (CaaS) company building the infrastructure that powers Africa’s cold economy. The organization provides businesses and communities with reliable access to cooling infrastructure, ice products, and cold-chain logistics through flexible service models that reduce the need for large upfront investments. Its integrated platform delivers cooling infrastructure, ice supply, and cold-chain services as scalable solutions tailored to sectors such as fisheries, food and beverage, hospitality, healthcare, retail, and agriculture. By combining technology, logistics, and innovative financing, WiCool makes cooling more accessible, affordable, and sustainable. The company’s mission is to ensure reliable cooling is available to every business and community across Africa.
Role Description
This is a full-time hybrid Customer Support / Order Desk role based in Lagos, with some work-from-home flexibility. The role is responsible for responding to customer inquiries across phone, email, and digital channels, providing accurate information about products, services, pricing, and delivery timelines. Day-to-day tasks include processing and tracking orders, coordinating with operations and logistics teams to ensure timely fulfillment, and proactively updating customers on order status, changes, or delays. The position also involves handling complaints, resolving service issues, documenting recurring problems, and escalating complex cases appropriately. The Customer Support / Order Desk team member will maintain detailed records in CRM and order management systems, follow standard operating procedures, and contribute to continuous improvement of customer experience.
Qualifications
- Strong customer service and communication skills, including clear written and verbal communication and active listening.
- Experience with order processing, documentation, and basic data entry using CRM or ERP systems.
- Ability to coordinate with operations and logistics teams, with strong organizational and time-management skills.
- Problem-solving skills, attention to detail, and the ability to handle multiple customer requests at once.
- Basic proficiency with office productivity tools (e.g., email platforms, spreadsheets, and online collaboration tools).
- Prior experience in customer support, call center, order desk, or administrative roles is preferred.
- Familiarity with supply chain, logistics, or cold-chain services is an advantage but not required.
- Comfort working in a hybrid environment in Lagos, with reliability in both in-office and remote settings.
Create a free Caio profile to unlock more results and save your role and location preferences.
Unlock free search