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