Customer Service Officer – Ports and Terminals at DP World

Customer Service Officer – Ports and Terminals at DP World

DP World

Dar es Salaam

Ajirayako.co.tz is a leading jobsite in Tanzania. We list the latest jobs in Tanzania from leading employers. DP World is currently seeking qualified candidates to fill the positions of Customer Service Officer – Ports and Terminals

The Customer Service Officer serves Ports & Terminal customers by answering product and service related enquires, suggesting information about possible resolutions, handling customer registrations, resolving complaints, prepare correspondences, and fulfil customer needs to ensure customer satisfaction.

Has knowledge of commonly used concepts, practices and procedures within the field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor. The target is to ensure excellent service standards and maintain high customer satisfaction.

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.

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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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