Job Opportunities in Nigeria
November 5, 2024
DP World
Lagos
FULL TIME
Customer Service Officer
DP World - We exist to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 108,100 employees spanning 74 countries on six continents. We are pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology – 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.
We are recruiting to fill the position below:
Job Position: Customer Service Officer
Job Location: Lagos
Employment Type: Full-time
Job Function
We are recruiting to fill the position below:
Job Position: Customer Service Officer
Job Location: Lagos
Employment Type: Full-time
Job Function
- The Customer Service Officer (Tracking) is responsible for ensuring excellent customer service by providing real-time updates on the status of shipments and deliveries.
- This role involves monitoring the movement of goods, handling inquiries, resolving issues, and communicating with both internal teams and customers.
- The officer plays a critical role in ensuring that clients are informed about their shipments, enhancing customer satisfaction and operational efficiency.
- Technical Proficiency: Familiarity with transport management systems (TMS), GPS tracking software, and Microsoft Office applications.
- Communication Skills: Strong verbal and written communication skills for effectively interacting with customers, drivers, and internal teams.
- Problem-Solving: Ability to troubleshoot issues with shipments and provide quick, practical solutions.
- Provide real-time updates to customers regarding the status of their deliveries, estimated times of arrival (ETAs), and any delays or changes in the schedule.
- Ensure that all shipments are delivered within the agreed time frames and escalate any potential delays or issues to the relevant teams.
- Respond to customer inquiries and requests via phone, email, and other communication channels in a timely and professional manner.
- Attention to Detail: Strong focus on accuracy in updating tracking information and reporting.
- Time Management: Ability to prioritize and handle multiple tasks under pressure in a fast-paced environment.
- Track the movement of shipments and vehicles using GPS systems, transport management software, and other tracking tools.
- Proactively communicate with customers about any delays, route changes, or unexpected issues, and offer solutions to mitigate inconvenience.
- Maintain clear and open communication with drivers, dispatchers, and logistics teams to relay information between customers and operations.
- Address and resolve customer complaints or concerns related to tracking, deliveries, and logistics.
- Investigate issues such as late deliveries, damaged goods, or routing errors, and collaborate with the logistics and operations teams to find effective solutions.
- Follow up on unresolved issues to ensure customer satisfaction and operational improvement.
- Input and update tracking information into the system, ensuring data is accurate and up-to-date.
- Generate daily, weekly, and monthly tracking reports for internal use, analyzing performance trends and identifying potential improvements in delivery times and accuracy.
- Assist in maintaining a database of delivery records, customer information, and tracking logs.
- Work closely with the operations, logistics, and dispatch teams to ensure smooth coordination of deliveries and customer updates.
- Collaborate with the fleet management team to ensure that vehicles are properly maintained and operating within guidelines.
- Provide feedback to management on operational bottlenecks or recurring customer issues for process improvements
- Ensure all tracking operations comply with company policies and safety standards.
- Report any vehicle malfunctions or safety concerns to the relevant teams to prevent delivery delays and maintain fleet efficiency.
- Bachelor's Degree in Transportation, Business Administration, or related field.
- 2 - 3 years of experience in related industry.
- Previous experience in customer service, preferably within a transport and logistics environment.
- Experience in tracking systems (GPS, TMS, or similar) and providing real-time updates to customers is a plus.
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