Customer Service Coordinator at ZIM Integrated Shipping Services Limited

Lagos

ZIM Integrated

Company Info

ZIM Integrated Shipping Services Limited - In the fast-changing shipping world, ZIM Integrated Shipping Services has set itself apart as an independent carrier with a fresh, unique approach.

ZIM Integrated Shipping Services Limited – In the fast-changing shipping world, ZIM Integrated Shipping Services has set itself apart as an independent carrier with a fresh, unique approach. ZIM’s strategy as a global niche carrier offers distinctive advantages to customers worldwide. We have created a smart, efficient network that ensures stable, reliable services; and we have made it our mission to focus on the needs of our customers, which stand at the heart of all our decisions.

Job Title: Customer Service Coordinator

Job Ref.: 97.855

Location: Lagos

Category: Customer Service

Description

The candidate will be responsible for the following duties:

VIP Management:

  • Manage VIP Customers as key interface in customer service department, ensure proactive communication and optimal service delivery in line with VIP offerings: Proactive invoicing, Monthly SOA, Cargo Release Priority, Arrival notice. Expedited Releasing, etc..

Customer Service:

  • Support the Customer Service team by monitoring the shared email inbox as assigned, ensuring all customer emails are responded to promptly and accurately.
  • Consistently meet SMART CS KPIs, including First Response Time and Service Request completion within SLA.

Issue Resolution & escalation Management:

  • Assist the Customer Service Team in troubleshooting and resolving transaction issues and exceptions efficiently.
  • Provide timely follow-up on customer complaints and escalate unresolved matters as required.

Change management and process improvement:

  • Support Agency & District change initiatives within the team.
  • Continuously review processes to remove mundane steps and suggest areas of improvement to Customer Service Manager.

Stakeholder Management:

  • Collaborate with internal stakeholders to provide high levels of customer service to customers.

Requirements

  • Candidates should possess a First Degree in Maritime, Shipping, or related disciplines
  • Between 3-5 years prior experience in similar capacity.
  • Strong relationship management, analytical and problem-solving skills.
  • Good command of written and spoken English
  • High level of proficiency in Microsoft office, including Excel, Word, Power Point, Web-based and email programs

Application Closing Date
Not Specified.

How to Apply: Interested and qualified candidates should Click here to apply online