LATEST JOBS IN NIGERIA

Customer Care Agent

Desired Course(s): Not Specified
Application Deadline: October 24, 2012

Experience: 1-3 yrs
Job Status: fulltime
Location: Rivers

Job Details

Maersk Nigeria Ltd - Maersk Group is a worldwide conglomerate. We operate in some 130 countries and have a workforce of some 108,000 employees. In addition to owning one of the world’s largest shipping companies, we’re involved in a wide range of activities in the energy, logistics, retail and manufacturing industries.

  

Job Title: Customer Care Agent

Ref: 65940

Reports to: Assistant Customer Service Manager, Port Harcourt

Department: Customer Service

Location: Port Harcourt, Nigeria

Job Purpose:  

• This position has been modelled as part of our aggressive drive toward differentiated, proactive and exceptional customer service.
• The individual will be required to exercise top-notch relational skills alongside analytical capabilities and job knowledge in the execution of his/ her tasks.
• In addition he / she will be expected to be versatile and a self developer.
• This role will also add great leverage to the promotion and sustenance of our transition to online transactions (e-commerce), proactive exceptions management and timely resolution of issues with customers’ shipments.
• The individual will be expected to demonstrate high standards of customer-centricity, excellent problem solving skills and ability to learn fast in a challenging business environment.

For this role, prior experience of Maersk Line Customer Service Systems is good but it is not a core requirement.

Proven track record of strong performance and experience as a customer service agent/representative is an added advantage.

Key Responsibilities

The executive will primarily be responsible for below activities:

• Take primary ownership for the experience of walk-in customers to ensure customers feel cared for, pleased and have a sense of trust in the Maersk Line and Safmarine brands after each interaction.
• Attend to walk-in customers enquiries in a timely and efficient manner.
• Follow up on promises and commitments made to Customers across different channels of interaction.
• Work closely but remotely with a data quality team to ensure Customer shipments are proactively monitored during transit and all issues resolved well ahead of final discharge.
• Ensure necessary information on shipment exceptions are passed to customers in a timely manner through suitable channels.
• Assist with campaigns and awareness drives to Customers on changes to processes and procedures that affect their transactions with Maersk Line and Safmarine
• Ensure Customer issues are resolved within agreed service levels
• Supports the Sales team to ensure customer retention and full delivery of the service and product sold.
• Collaborate with Finance team to ensure invoice and payment timeliness and accuracy.
• Avoidance of unjustified cost initiated within and outside your functional scope
• Actively involved in performance evaluation of self and team with the aim of exceeding set target.

General Requirements:

• Keep an open and constructive attitude and internal communication on improving work procedures, work environment and efficiency.
• Constructively challenge the status quo and raise the bar of service quality.
• Actively support Maersk Line and Safmarine vision to make ease of business a competitive advantage.
• Espouse the following values and functions
• Always exhibit a customer friendly attitude
• Deliver challenges not problems
• Establish own unique contributions
• Establish and monitor quality standards
• Be innovative
• Produce beneficial changes
• Motivate self and others
• Continuous improvement

The Person

The ideal candidate for this role should:

• Possess a strong set of interpersonal skills
• Minimum two years experience in shipping related customer service or sales role.
• Be a team player while taking responsibility for own performance
• Possess capabilities to make sound decisions with minimal information
• Be passionate about delivering superior customer experience deliberately and consistently
• Be skilled in delivering consistent and superior service quality across multiple channels of interaction.
• Proficient use i.e. above average skill in the use of Microsoft excel, word and power point
• Ability to train or coach colleagues in the proficient use of Microsoft excel, word and power point.
• Possess interaction skills (ability to communicate effectively and manage relationship with Customers)
• Possess presentation skills (able to highlight challenges and possibilities to stakeholders proactively)
• Possess people skills (using relationships for improvements)
• Innovativeness (Ability to proffer solutions to Customers issues with minimal escalation).

Skills and Competencies You Should Learn in the Position:

• Opportunities to make Customers feel Trust, Cared For and Pleased.
• Opportunities to translate the analysis of daily business transactions to initiatives for continuous improvement.
• Opportunities to understand and impact Customer value chains
• Opportunities for increased career marketability subject to performance on the job.
• Opportunity to improve knowledge of the shipping industry
• Exposure to commercial decision making
• Opportunities to register improvements

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