Customer Experience Officer at Transport Services Limited

Description:

• Ensure proper documentation and prompt treatment/handling of all customer inquiries, requests, and complaints (via phone, email and live chat or any tool provided for such activities).
• Track customer’s shipment from plant to delivery locations and provide interventions to manage any service gaps. Report such gaps via email/phone to the customer and log such engagements on the query logger.
• Involve in driver’s & employee trainings on customer service and provide feedback on areas of service gaps for continuous improvement
• Ensure feedback is communicated to customers within agreed and set timelines.
• Ensure high standard in all customer correspondences, Engaging customers with the highest level of professionalism, error free interactions and well-informed.
• Ensure availability and accessibility of the TSL phone lines and other communication channels.
• Participates in the periodic VoC (Voice of the customer) initiates
• Demonstrate innovation and creativity in the execution of all duties.

Requirement/ Qualification

• Minimum of a Bachelors Degree in any field.
• Minimum of 1-3 years' experience in any Customer Service related role.
• Experience in the Banking, Transportation or Logistics firm will be an added advantage.
• Member of a relevant professional body.
• Preferably Male for gender balance