Customer Service Kano ShippingMarine

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 customeroriented 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 EService 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 longstay 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 EService Tools.

Meet all customer service team sales targets and (import volume budget 58536 TEU; export volume budget 18468 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

Benefits

Salary up to 5 MNGN PA