NAFASI za Kazi DP World August 2024
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NAFASI za Kazi DP World August 2024
Position: Customer Service Officer – Ports and Terminals
Key Performance Areas:
- Open and maintain customer accounts by recording account information
- Inducting customers on the services available on DP World Dar es Salaam online platform CCS and any new product offerings from Port & Terminals.
- Attending and providing timely response to enquiries or feedback requests from customers.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle and respond to customer complaints via phone, email, WhatsApp, or other social media channels.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Log all Customer complaints in CRM for follow up and provide timely resolution.
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Identify and assess customers’ needs to achieve customer satisfaction.
- Prepare product or service reports by collecting and analyzing customer information.
- Close out all open call records and ensure callback requests are attended on time.
- Follow communication procedures, guidelines, and policies issued from time to time,
- Go the extra mile to engage with customers and develop customer loyalty.
- Build sustainable relationships and trust through open and interactive communication.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Keep records of customer interactions, process customer accounts and file documents in CCS and CRM as required.
- Work with Customer Service Supervisor / Manager to ensure delivery of quality service to Port & terminal customers.
- Compile reports on overall customer satisfaction and assist Customer Service Manager to conduct
- Customer satisfaction surveys.
- Maintain log of Customer queries / complaints attended.
- Avg. response time to Customer enquiries / complaints.
- First Call Resolution rate for the issues raised by customers.
- Average Resolution time for the customer complaints handled.
- Customer Satisfaction Rating – Measured through regular customer feedback / surveys.
- Building sustainable professional relationships with customers.
- Recommendations / suggestions on improving DP World Dar es Salaam products & services for Port & Terminals.
- Achieve year on year improvement in service levels measured through customers’ assessments of service quality, professional competence, and objective achievement.
Qualifications Required:
- High school diploma or equivalent; college degree preferred
Experience and Skills Required:
- Proven customer support experience desirable though not compulsory
- Able to communicate effectively in English / Swahili (Verbal / Written)
- Computer Skills, working knowledge of MS office applications.
- Excellent telephonic skills and active listening
- Working knowledge of CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of personalities.
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Good negotiation skills
- Positive Attitude and Adaptability
- Attention to Detail
- Problem Solving
- Ability to Work Under Pressure
- Flexibility to work in shifts
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