Customer Service Manager at ZIM Integrated Shipping Services Limited

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.

ZIM operates in select trades, where it has a competitive advantage and where it can provide superior service. In these trades, ZIM is a significant player with a sizable market share. We maintain a flexible partnership approach with other major carriers, and our new line structure is a much-needed alternative to customers concerned about the current alliance-dominated market.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Job ID: CA.A40
Location: Lagos
Department: Customer Service

Description

• Customer Service Manager will be responsible for managing customer interactions and ensuring a high level of satisfaction by addressing inquiries, resolving issues, and coordinating shipments while ensuring compliance.
• This role requires strong communication skills and a thorough understanding of shipping processes and regulations.

Key Responsibilities

• Prompt Resolution of Customer Complaints: Ensure the swift resolution of escalated customer complaints, addressing issues efficiently and effectively to maintain customer satisfaction.
• CS process management: Maintain constant update of customer information within/outside system, ensure process compliance, Drive e-commerce participation by customers and make inputs and participate in process improvements to reduce exceptions to achieve better customer satisfaction
• CSD Counter Management: Oversee the operations of the CSD counter, including security and staff management, ensuring a favorable and welcoming ambience for customers.
• Continuous Improvement Initiatives: Continuously suggest improvement initiatives across the Customer Service Department (CSD) to enhance overall performance and customer satisfaction.
• Email Monitoring and Response: Monitor all customer service emails and ensure that they are promptly attended to, providing timely and accurate responses to customer inquiries.
• Team management: Supervise and coach subordinates on prompt customer services and exception management
• Commercial: Work with internal stakeholders to provide high levels of customer service, attend to all enquiries / complaints / requests and Manage correspondence with clients to effectively maintain harmonious business relationship, Gather and analyze information from the industry to help benchmark best practices as well as process performance.
• Communication with VIP Clients: Ensure proactive and prompt communication with VIP clients, liaise with various units to resolve their complaints and addressing their needs and concerns with priority.
• Additional Duties: Perform other duties as assigned by the Country Customer Service Manager to support the overall objectives of the department.

Requirements

• A Bachelor's Degree in Business Administration, Management, or a related field
• Must have 8-10 years of experience in a customer service role, preferably within the logistics/ shipping industry
• Ability to manage multiple tasks and prioritize effectively.
• Attention to detail and a customer-centric mindset.
• High level of proficiency in using Microsoft office suites.
• Excellent communication and interpersonal skills.
• Strong Stakeholder management skills
• Strong problem-solving abilities.

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