• Application Deadline: Thu, 13 Oct 2022 00:00:00 GMT
• Position: Customer Service Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 - 8 years


• Location Lagos


• Job Field Customer Care 
  

Description

• Our client is currently recruiting for a Customer Service Manager to Establish and manage profitable client relationships geared toward revenue generation.

Key Role

• Develop and implement excellent customer service processes and procedures to ensure operational excellence.


• Manage the relationship in terms of operational updates between the company Operations and Clients.


• Ensure that clients are handled in a professional manner and that they are provided with accurate information about the service provided


• Develop and implement customer service processes and procedures to improve operational efficiency.


• Receive and track reports on clients’ pipelines, open quotes, and complaints.


• Oversee cross-functional work areas targeted to resolve issues raised by clients.


• Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge.


• Maintain complete and accurate customer correspondence data.


• Identify and develop problem-solving methodologies to resolve customer issues.


• Manage customer service operations, which deal directly with customers and are the first point of contact.


• Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner


• Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.


• Read instructions from PO to have a clear understanding of the nature of the job.


• Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirements.


• Ensure the pre-clearing process is completed before dispatching to operations.


• Real-time update of internal systems and database (intranet) with the progress of all jobs (projects).


• Ensure Daily update is sent to clients (4 pm-5 pm)


• Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures.


• Submit FECD documents using the client’s checklist.


• Receive container cards and waybills from the haulage department.


• Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects).


• Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business.

Minimum Qualifications & Experience

• 5-6 years of relevant experience


• Proven working experience as a Customer Service Manager or in a relevant role


• Sound knowledge of the Logistics Industry.