• Application Deadline:
• Position: Customer Service Officer - Kano


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Kano


• Job Field Customer Care 
  

Role:

• Acting as a liaison, provide Export & Import services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.


• He / She must be customer-oriented and genuinely excited to help customers.

Key Responsibilities:

• Respond to customer service inquiries in a timely and professional manner.


• Engaging with customers to ensure they are satisfied.


• Proactively seek opportunities to engage with new and existing customers to improve their experience with our various platforms.


• Manage large amounts of incoming phone calls


• Build sustainable relationships and trust with customer accounts through open and interactive communication


• Promoting E-Service Tools


• Provide accurate, valid and complete information for decision making


• Meet customer service team sales targets and call handling allocations


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution


• Keep records of customer interactions, process customer accounts and file documents


• Follow communication procedures and guidelines


• Take the extra mile to engage customers


• Work with our Sales, Credit Control, Documentation and Accounts departments to resolve any issues and relay updates back to the customer.


• Collaborating with Sales, Credit Control and Documentation departments in ensuring that all outstanding debts are collected from the consignees.


• Handle export enquiries, bookings and documentation processes; check containers for export; prepare load list, stuffed list and customers’ list (KYC).


• Complying with laid down SOPs and timely identifying and escalate gaps in SOPs.


• Be an ambassador for PIL TBL product in North Nigeria


• Ensure an efficient release process for customers with TBL containers into North Nigeria


• In conjunction with traffic team, ensure there are no long-stay boxes in Kano


• Ensure adequate pool of empty container stock in Kano to cater for export volumes


• Ensure third party recovery for any container damages happening within Northern Nigeria – particularly in relation to TBL


• Any other duties or projects assigned by the company

KPIs:

• Ensure that all customer service inquiries are responded to in a timely and professional manner.


• Promote and ensure 100% utilization of E-Service Tools.


• Meet all customer service team sales targets and (import volume budget - 58,536 TEU; export volume budget - 18,468 TEU; inter modal – 900 TEU for Nigeria).


• Handle customer complaints promptly within 24 hours and ensure a holding message / feedback is given if solution is not readily available.


• 100% compliance with laid down SOPs and timely identifying and escalate gaps in SOPs.

Requirements

Core Skills:

• Proven sales experience (two or more years’ experience). Industry experience will be an added advantage.


• Minimum of B.SC or HND in any discipline from a recognized tertiary institution.


• Good experience with container shipping operations


• Self-motivated


• Professional, concise and engaging communication - both written and verbal


• Good interpersonal communications skills


• Relationship management


• Problem solving skills


• Listening


• Positive attitude


• Team work


• Organization abilities and multitasking


• High attention to detail and accuracy


• Proactive, enthusiastic and flexible approach


• Good working knowledge of MS-Office Suite (Excel, Word & PowerPoint)