Dragnet Solutions is a dynamic Information Technology company that specializes in the design, development and implementation of innovative people screening solutions. Since our incorporation in 2007, we have been at the forefront of creating and recreating objective recruitment and application management processes to meet international standards. As official...
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Our client is currently recruiting for a Customer Service Manager to Establish and manage profitable client relationships geared toward revenue generation.
Key Role
Develop and implement excellent customer service processes and procedures to ensure operational excellence.
Manage the relationship in terms of operational updates between the company Operations and Clients.
Ensure that clients are handled in a professional manner and that they are provided with accurate information about the service provided
Develop and implement customer service processes and procedures to improve operational efficiency.
Receive and track reports on clients’ pipelines, open quotes, and complaints.
Oversee cross-functional work areas targeted to resolve issues raised by clients.
Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge.
Maintain complete and accurate customer correspondence data.
Identify and develop problem-solving methodologies to resolve customer issues.
Manage customer service operations, which deal directly with customers and are the first point of contact.
Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
Read instructions from PO to have a clear understanding of the nature of the job.
Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirements.
Ensure the pre-clearing process is completed before dispatching to operations.
Real-time update of internal systems and database (intranet) with the progress of all jobs (projects).
Ensure Daily update is sent to clients (4 pm-5 pm)
Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures.
Submit FECD documents using the client’s checklist.
Receive container cards and waybills from the haulage department.
Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects).
Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business.
Minimum Qualifications & Experience
5-6 years of relevant experience
Proven working experience as a Customer Service Manager or in a relevant role
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