Job Function:

The 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.

Has 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.

Key Accountabilities:

• Open and maintain customer accounts by recording account information.
• Inducting customers on the services available on DP World Dar es Salaam online platform CCS and any new product offerings from Port & Terminals.
• Attending and providing timely response to enquiries or feedback requests from customers.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle and respond to customer complaints via phone, email, WhatsApp, or other social media channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Log all Customer complaints in CRM for follow up and provide timely resolution.
• Resolve product or service problems by clarifying the customer's 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.
• Identify and assess customers' needs to achieve customer satisfaction.
• Prepare product or service reports by collecting and analyzing customer information.
• Close out all open call records and ensure callback requests are attended on time.
• Follow communication procedures, guidelines, and policies issued from time to time,
• Go the extra mile to engage with customers and develop customer loyalty.
• Build sustainable relationships and trust through open and interactive communication.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Keep records of customer interactions, process customer accounts and file documents in CCS and CRM as required.
• Work with Customer Service Supervisor / Manager to ensure delivery of quality service to Port & terminal customers.
• Compile reports on overall customer satisfaction and assist Customer Service Manager to conduct Customer satisfaction surveys.

Qualifications:

University Degree/ bachelor’s degree in business administration, communication, marketing, public relations or related fields is an advantage.

Skills and Experience:

• Proven customer support experience desirable though not compulsory.
• Able to communicate effectively in English / Swahili (Verbal / Written).
• Computer Skills, working knowledge of MS office applications.
• Excellent telephonic skills and active listening.
• Working knowledge of CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize and manage time effectively.
• Good negotiation skills.
• Positive Attitude and Adaptability.
• Attention to Detail.
• Problem Solving.
• Ability to Work Under Pressure.

• Open and maintain customer accounts by recording account information
• Inducting customers on the services available on DP World Dar es Salaam online platform CCS and any new product offerings from Port & Terminals
• Attending and providing timely response to enquiries or feedback requests from customers
• Provide accurate, valid and complete information by using the right methods/tools
• Handle and respond to customer complaints via phone, email, WhatsApp, or other social media channels
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Log all Customer complaints in CRM for follow up and provide timely resolution
• Resolve product or service problems by clarifying the customer's 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
• Identify and assess customers' needs to achieve customer satisfaction
• Prepare product or service reports by collecting and analyzing customer information
• Close out all open call records and ensure callback requests are attended on time
• Follow communication procedures, guidelines, and policies issued from time to time
• Go the extra mile to engage with customers and develop customer loyalty
• Build sustainable relationships and trust through open and interactive communication
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Keep records of customer interactions, process customer accounts and file documents in CCS and CRM as required
• Work with Customer Service Supervisor / Manager to ensure delivery of quality service to Port & terminal customers
• Compile reports on overall customer satisfaction and assist Customer Service Manager to conduct Customer satisfaction surveys

• Able to communicate effectively in English / Swahili (Verbal / Written)
• Computer Skills, working knowledge of MS office applications
• Excellent telephonic skills and active listening
• Working knowledge of CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of personalities
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Good negotiation skills
• Positive Attitude and Adaptability
• Attention to Detail
• Problem Solving
• Ability to Work Under Pressure

• University Degree/ bachelor's degree in business administration, communication, marketing, public relations or related fields is an advantage