• Application Deadline: Wed, 15 Mar 2023 00:00:00 GMT
• Position: Customer Service Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦50,000 - ₦100,000/month
  

JOB DESCRIPTION

Department – Operations

Unit - Customer Service

Job Summary /Objective:

• The staff will be responsible for attending to customers’ requests and inquiries, resolving customers complaints and generally serve as a face between the company and its customers. 

ACADEMIC REQUIREMENT

• HND/B.Sc in any  discipline with a minimum of 2nd class honours.


• MUST have completed NYSC programme.

JOB DUTIES/RESPONSIBILITIES:

• Technical Core Skills


• Attending to terminal cargo enquires, objections and complaints


• Drafting daily and monthly report on major customer’s enquiries, complaints, and objections, and suggestions. ( Tabular report format)


• 100% compliance with cargo SOP.


• Ability to work with CARGO SIMPLY software.


• Weekly/ monthly report on number of customers attended.


• Maintain customer data base.


• Carryout quick response to customer enquiries and complaints ranging from: Damaged shipment, missing shipments and delayed shipments. Keep all units concerned informed about any the identified issues listed.


• Respond to sales enquiries and forward report of sales enquiries to the Customer Service Supervisor for follow up.


• Respond to RFI and RFQ including filed assessment request and forward report to Customer Service Supervisor for further action.


• Ensure cargo operations are carried out with full compliance with regulatory standards.

COMPETENCIES/ SKILLS:

Management/Behavioural Skills

• Professionalism - Always demonstrates highest level of ethics and compliance with regulations  and policies while possessing the right skills and competency for the task


• Accountability -Demonstrates the state of being accountable by holding others accountable and also showing ownership and responsibility for assigned tasks and company property


• Outstanding - Consistently delivers superior results and embodies an exemplary conduct and behaviour


• Efficiency-  Always completes assigned tasks in a timely manner in a safe environment compliant with regulatory standards


• Aggressiveness - Vigorously and passionately follows up and follow through to ensure that set objectives are achieved in record time


• Integrity - Maintains high level of probity and will do the right thing at whatever cost


• Discipline - Maintains highest ethical and moral standards while presenting a well groomed professional personal appearance


• Team Work - Commits to the culture of mutual accountability that promotes performance based values, to drive audacious targets in a fair equitable and inclusive work environment


• Result Orientation- fiercely focused on business goals and achieves set targets and tasks in record time


• Strong problem solving skills

Key Performance Indicator

• Ensure customers complaints are resolved within 48hrs


• 100% accuracy of timely responses for all online queries and enquires


• 100% monitoring of compliance of operation at various terminals


• Timely preparation of all reports weekly and monthly

Technology Skills –

• Database Management/ Analytics skills


• Use of Physical Internet


• Cargo Simply Software


• Proficiency in use of relevant Technology and software for inventory management, operational logistics and supply chain management and tracking


• Equipment/Technology:


• Personal Computer,


• Work Context


• Electronic Mail


• Telephone


• Computer


• Face-to-Face Discussions


• Contact With Others


• Work With Work Group or Team