Overview
Job Title: Customer Service Officer – Ports and Terminals
DP World
Concerning the job:
Work Function
In order to guarantee customer satisfaction, the Customer Service Officer answers questions about products and services, provides information about potential solutions, registers customers, handles complaints, drafts correspondence, and attends to their needs.
possesses familiarity with accepted theories, methods, and techniques in the discipline. Utilize pre-established guidelines and instructions in order to carry out job-related tasks. operates under close observation. Independent judgment is often not required for primary work activities. usually answers to a superior. Maintaining high levels of client satisfaction and ensuring outstanding service standards are the goals.
The Key Areas of Performance:
- Create and manage client accounts by keeping track of account details.
- Educating clients about the services offered by the CCS online platform from DP World Dar es Salaam as well as any upcoming products from Port & Terminals.
- Responding to consumer requests for comments or inquiries in a timely manner.
- Using the appropriate techniques and resources, provide accurate, legitimate, and comprehensive information.
- Address and address consumer grievances by phone, email, WhatsApp, and other social media platforms.
- Respond to grievances, offer suitable remedies and substitutes in a timely manner, and monitor the situation to make sure it is resolved.
- Record every customer complaint in CRM so that it may be followed up on and promptly resolved.
- Resolve issues with products or services by answering questions from customers, figuring out what went wrong, choosing and outlining the best course of action, completing quick fixes or adjustments, and checking in to make sure the issue has been resolved.
- Determine and evaluate the demands of the clientele to ensure client satisfaction.
- Create reports on products or services by gathering and examining client data.
- Make sure that all open call records are closed and that callback requests are handled promptly.
- Observe the communication protocols, rules, and regulations that are periodically issued,
- Make the extra effort to interact with consumers and foster their loyalty.
- Establish trust and enduring connections by communicating honestly and actively.
- Assist management with product or service recommendations by gathering and evaluating customer data.
- Maintain a log of all communications with customers, handle their accounts, and submit necessary paperwork to CCS and CRM.
- Collaborate with the manager or supervisor of customer service to guarantee that port and terminal clients receive high-quality service.
- Assist the customer service manager in conducting customer satisfaction surveys and compile reports on overall customer satisfaction.
- Keep a record of all customer complaints and inquiries.
- Average time to respond to customer complaints or inquiries.
- First Call Resolution percentage for customer-reported concerns.
- The average time it takes to resolve consumer concerns.
- Consumer satisfaction rating: Determined by conducting frequent surveys and gathering consumer input.
- Establishing enduring business connections with clients.
- Suggestions / recommendations on how to make DP World Dar es Salaam’s port and terminal products and services better.
- Achieve yearly increases in service levels as determined by customer evaluations of professional competence, goal attainment, and service quality.
Required Qualifications:
- Either a college degree or an equivalent high school diploma is desired.
Requirements for Experience and Skills:
- Demonstrated customer service expertise is preferred but not required.
- Capable of Written/Verbal Effective Communication in Swahili and English.
- Computer proficiency and a working knowledge of Microsoft Office.
- Outstanding phone manners and attentive hearing.
- Practical understanding of CRM procedures and systems.
- Focus on the customer and the capacity to adjust to and interact with a variety of personality types.
- Excellent communication and presenting skills.
- The capacity to successfully prioritize, multitask, and manage time.
- Strong negotiating abilities.
- Optimistic outlook and flexibility.
- Attention to Detail.
- Solving Issues.
- Capacity to Perform Effectively Under Duress.
- Ability to work in different shifts.
Concerning DP World:
The global economy depends on trade since it generates opportunities and raises people’s standard of living everywhere. DP World’s mission is to improve global trade flow while expanding the possibilities for the communities and clients we serve throughout the world.
With over 111,000 committed, varied, and skilled workers representing 159 nationalities across 77 nations on six continents, DP World is accelerating commerce in the direction of a seamless supply chain that is ready for the future.
In order to build stronger, more effective end-to-end supply chain solutions that have the potential to revolutionize global trade, we are quickly modernizing and merging our businesses, which include ports and terminals, marine services, logistics, and technology. We are also combining our global infrastructure with local knowledge.
Furthermore, by making investments in innovation, we are influencing the future. We are at the forefront of disruptive technology, driving the industry toward better ways to trade and minimizing disruptions from the manufacturing floor to the customer’s door. Examples of our innovations include intelligent delivery systems and automated warehouse stacking.
DP World aims to surpass limitations and close the divide between all countries and cultures, not only through our actions but also through our conduct.
Our goal is to establish a culture where everyone is valued, encouraged, and given the tools they need to realize their greatest potential. We think that valuing variety and inclusiveness fosters creativity, growth, and connections between individuals, organizations, and societies. Our world is evolving due to open minds and many viewpoints, and when we work together, we can alter the possibilities.
TO CHANGE WHAT’S POSSIBLE FOR EVERYONE, WE MAKE TRADE FLOW.
EEO Statement
DP World is dedicated to the Equal Employment Opportunity (EEO) principles. Since we firmly think that having a diverse team is essential to our success, we hire people based on their expertise and qualifications. All members of the public, regardless of age, gender, handicap, color, religion, or belief, are encouraged to apply.
You give DP World permission to transmit and keep your résumé and application materials in the global recruiting database, as well as to disseminate such information as needed to assess your suitability for this or other employment openings.
