Job Function:
\nThe 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.
\nHas 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.
\nKey Accountabilities:<\/p>\n
Open and maintain customer accounts by recording account information.
\nInducting customers on the services available on DP World Dar es Salaam online platform CCS and any new product offerings from Port & Terminals.
\nAttending and providing timely response to enquiries or feedback requests from customers.
\nProvide accurate, valid and complete information by using the right methods\/tools.
\nHandle and respond to customer complaints via phone, email, WhatsApp, or other social media channels.
\nHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
\nLog all Customer complaints in CRM for follow up and provide timely resolution.
\nResolve product or service problems by clarifying the customer\u2019s 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.
\nIdentify and assess customers\u2019 needs to achieve customer satisfaction.
\nPrepare product or service reports by collecting and analyzing customer information.
\nClose out all open call records and ensure callback requests are attended on time.
\nFollow communication procedures, guidelines, and policies issued from time to time,
\nGo the extra mile to engage with customers and develop customer loyalty.
\nBuild sustainable relationships and trust through open and interactive communication.
\nRecommend potential products or services to management by collecting customer information and analyzing customer needs.
\nKeep records of customer interactions, process customer accounts and file documents in CCS and CRM as required.
\nWork with Customer Service Supervisor \/ Manager to ensure delivery of quality service to Port & terminal customers.
\nCompile reports on overall customer satisfaction and assist Customer Service Manager to conduct Customer satisfaction surveys.<\/p>\n
Qualifications:<\/p>\n
University Degree\/ bachelor\u2019s degree in business administration, communication, marketing, public relations or related fields is an advantage.<\/p>\n
Skills and Experience:<\/p>\n
Proven customer support experience desirable though not compulsory.
\nAble to communicate effectively in English \/ Swahili (Verbal \/ Written).
\nComputer Skills, working knowledge of MS office applications.
\nExcellent telephonic skills and active listening.
\nWorking knowledge of CRM systems and practices.
\nCustomer orientation and ability to adapt\/respond to different types of personalities.
\nExcellent communication and presentation skills.
\nAbility to multi-task, prioritize and manage time effectively.
\nGood negotiation skills.
\nPositive Attitude and Adaptability.
\nAttention to Detail.
\nProblem Solving.
\nAbility to Work Under Pressure.<\/p>\n
About DP World
\nTrade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world\u2019s trade flow better, changing what\u2019s possible for the customers and communities we serve globally.
\nWith a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that\u2019s fit for the future.
\nWe\u2019re rapidly transforming and integrating our businesses \u2014 Ports and Terminals, Marine Services, Logistics and Technology \u2013 and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.
\nWhat\u2019s more, we\u2019re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we\u2019re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer\u2019s door.
\nDP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures \u2013 not just in what we do but also in how we behave.
\nWe are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what\u2019s possible.
\nWE MAKE TRADE FLOW TO CHANGE WHAT\u2019S POSSIBLE FOR EVERYONE.
\nEEO Statement
\nDP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of gender, disability, race, religion, or belief.
\nWork placement directory
\nBy submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
\nSharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/www.linkedin.com\/jobs\/view\/4347392892\/?alternateChannel=search&refId=r%2BVCjN2HFdlLUkFNr8d6dQ%3D%3D&trackingId=fuhUogpakYABba%2Firo%2FO0w%3D%3D&trk=d_flagship3_search_srp_jobs&lipi=urn%3Ali%3Apage%3Ad_flagship3_search_srp_jobs%3BZLf9rstUS3itlBlLjwIl1Q%3D%3D&lici=fuhUogpakYABba%2Firo%2FO0w%3D%3D","_company_name":"DP World","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":["post-2789","job_listing","type-job_listing","status-expired","hentry","job_listing_region-tanzania","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings\/2789","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/media?parent=2789"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job_listing_region?post=2789"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-categories?post=2789"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-types?post=2789"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}