Dragnet Solutions Limited is an indigenous dynamic Technology firm with profound reputation in deploying screening and assessment solutions.

Job Position: Customer Service Manager

Job Location: Lagos

Job Description

  • Our client is currently recruiting for a Customer Service Manager to Establish and manage profitable client relationships geared toward revenue generation.

Job Responsibilities

  1. Develop and implement excellent customer service processes and procedures to ensure operational excellence.
  2. Manage the relationship in terms of operational updates between the company Operations and Clients.
  3. Ensure that clients are handled in a professional manner and that they are provided with accurate information about the service provided
  4. Develop and implement customer service processes and procedures to improve operational efficiency.
  5. Receive and track reports on clients’ pipelines, open quotes, and complaints.
  6. Oversee cross-functional work areas targeted to resolve issues raised by clients.
  7. Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge.
  8. Maintain complete and accurate customer correspondence data.
  9. Identify and develop problem-solving methodologies to resolve customer issues.
  10. Manage customer service operations, which deal directly with customers and are the first point of contact.
  11. Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
  12. Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
  13. Read instructions from PO to have a clear understanding of the nature of the job.
  14. Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirements.
  15. Ensure the pre-clearing process is completed before dispatching to operations.
  16. Real-time update of internal systems and database (intranet) with the progress of all jobs (projects).
  17. Ensure Daily update is sent to clients (4 pm-5 pm)
  18. Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures.
  19. Submit FECD documents using the client’s checklist.
  20. Receive container cards and waybills from the haulage department.
  21. Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects).
  22. Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business.

Job Requirements

  • 5-6 years of relevant experience
  • Proven working experience as a Customer Service Manager or in a relevant role
  • Sound knowledge of the Logistics Industry.

Application Deadline
14th October, 2022.

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

Tagged as: Customer Service