Customer Care Agent Port-Harcourt –
Maersk Line, Port-Harcourt, Nigeria
Maersk Line, Port-Harcourt, Nigeria
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Company: Maersk Nigeria Ltd
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Position:
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Customer Care Agent
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Reports to:
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Assistant Customer Service
Manager, Port Harcourt |
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Department:
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Customer Service
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Location:
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Port Harcourt, Nigeria
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This position has been modelled as
part of our aggressive drive toward differentiated, proactive and exceptional customer service. The individual will be required to exercise top-notch relational skills alongside analytical capabilities and job knowledge in the execution of his/ her tasks. In addition he / she will be expected to be versatile and a self developer.
This role will also add great
leverage to the promotion and sustenance of our transition to online transactions (e-commerce), proactive exceptions management and timely resolution of issues with customers’ shipments.
The individual will be expected to
demonstrate high standards of customer-centricity, excellent problem solving skills and ability to learn fast in a challenging business environment.
For this role, prior experience of
Maersk Line Customer Service Systems is good but it is not a core requirement. Proven track record of strong performance and experience as a customer service agent/representative is an added advantage. |
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KEY RESPONSIBILITIES
The executive will
primarily be responsible for below activities:
1. Take
primary ownership for the experience of walk-in customers to ensure customers feel cared for, pleased and have a sense of trust in the Maersk Line and Safmarine brands after each interaction.
2. Attend
to walk-in customers enquiries in a timely and efficient manner.
3. Follow
up on promises and commitments made to Customers across different channels of interaction.
4. Work
closely but remotely with a data quality team to ensure Customer shipments are proactively monitored during transit and all issues resolved well ahead of final discharge.
5. Ensure
necessary information on shipment exceptions are passed to customers in a timely manner through suitable channels.
6. Assist
with campaigns and awareness drives to Customers on changes to processes and procedures that affect their transactions with Maersk Line and Safmarine
7. Ensure
Customer issues are resolved within agreed service levels
8. Supports
the Sales team to ensure customer retention and full delivery of the service and product sold.
9. Collaborate
with Finance team to ensure invoice and payment timeliness and accuracy.
10. Avoidance of unjustified
cost initiated within and outside your functional scope
11. Actively
involved in performance evaluation of self and team with the aim of exceeding set target.
GENERAL REQUIREMENTS:
§ Always
exhibit a customer friendly attitude
§ Deliver
challenges not problems
§ Establish
own unique contributions
§ Establish
and monitor quality standards
§ Be
innovative
§ Produce
beneficial changes
§ Motivate
self and others
§ Continuous
improvement |
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THE PERSON
The ideal candidate for
this role should:
this role should:
- · Possess
a strong set of interpersonal skills - · Be
a team player while taking responsibility for own performance - · Possess
capabilities to make sound decisions with minimal information - · Be
passionate about delivering superior customer experience deliberately and
consistently - · Be
skilled in delivering consistent and superior service quality across
multiple channels of interaction. - · Proficient
use i.e. above average skill in the use of Microsoft excel, word and power
point - · Ability
to train or coach colleagues in the proficient use of Microsoft excel,
word and power point.
- Minimum two years experience in shipping related
customer service or sales role.
- Possess interaction skills (ability to communicate
effectively and manage relationship with Customers) - Possess presentation skills (able to highlight
challenges and possibilities to stakeholders proactively) - Possess people skills (using relationships for
improvements) - Innovativeness (Ability to proffer solutions to
Customers issues with minimal escalation).
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SKILLS AND
COMPETENCIES YOU SHOULD LEARN IN THE POSITION:
The deadline for receipt of
application is two (2) weeks after advert: 24th of October 2012. |
