Customer Service Officer - Kano at Excelminds Corporate Services

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)