The Successful candidate is expected to converse professionally with clients, educate them about the Company's products and services, while providing guidance for best decision making.
The Customer Service Executive will be responsible for managing the relationship in terms of operational updates between the Company’s Operations and Clients.
Oversee cross functional work areas targeted to resolve issues raised by clients
Maintain a complete and accurate customer correspondence data
Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge
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 instruction from PO to have a clear understanding on the nature of job.
Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirement
Ensure pre-clearing process is completed before dispatching to operations.
Submit FECD documents using client’s checklist
Maintain complete and accurate customer correspondence data
Manage the customer service operations, which deals directly with customers and is the first point of contact
Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business
Monitor team performance and report on their KPI’s
Develop strategies to promote team member adherence to company regulations and performance goals
Ability to communicate effectively with team and to tailor communication to different personalities and communication style
Ability to build strategy and plans to handle all types of requests and critical issues
Ability to persuade clients without using manipulation
Ability to use Customer Relationship Management Software
Readiness to always provide solutions to clients’ unresolved issues
Ability to resolve clients’ complaints in a timely and efficient manner
Ability to insight-fully engage clients
Ability to interact with clients and maintain long lasting relationships and give the highest satisfaction
Ability to express a customer-centric attitude
Ability to constantly motivate team
Possess keenness to understand the Company’s business solutions and link to clients’ requirements
Other Requirements :
A Bachelor’s degree in any discipline
Minimum of 2 - 3 years’ relevant experience
Proven working experience as a Customer Service Executive or a relevant role
Sound knowledge of Logistics Industry
Salary expectations are from N100,000.00 - N 150,000.00 / Month