Customer Service Executive at ABC Transport

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