Customer Service Manager at Dragnet Solutions Limited

Dragnet Solutions Limited – Our client, a 3rd Party Logistics Service Provider of Shipment, Clearing & Freight Forwarding services is currently seeking to engage an experienced candidate to fill the vacant position below:

Customer Service Manager

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 6 – 10 years
  • Location: Lagos
  • Job Field: Customer Care

Job Description

  • The successful candidate is expected to establish profitable client relationship geared towards revenue generation, excellent customer service process and procedures to ensure operational excellence.
  • Manage the relationship in terms of operational updates between the Company’s Operations and Clients.

Key Responsibilities

  • Oversee cross-functional work areas targeted to resolve issues raised by clients
  • Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge
  • Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
  • Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
  • Read instruction from PO to have a clear understanding on the nature of job.
  • Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirement
  • Ensure the pre-clearing process is completed before dispatching to operations.
  • Submit FECD documents using client’s checklist
  • Maintain complete and accurate customer correspondence data
  • Manage the customer service operations, which deals directly with customers and is the first point of contact
  • Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business
  • Monitor team performance and report on their KPI’s
  • Develop strategies to promote team member adherence to company regulations and performance goals

Job Requirements

  • A Bachelor’s degree in any discipline
  • Minimum of 6-10 years’ relevant experience
  • Proven working experience as a Customer Service Manager or a relevant role
  • Sound knowledge of Logistics Industry

Skills Requirements:

  • Ability to communicate effectively with team and to tailor communication to different personalities and communication style
  • Ability to build strategy and plans to handle all types of requests and critical issues
  • Ability to persuade clients without using manipulation
  • Ability to use Customer Relationship Management Software
  • Readiness to always provide solutions to clients’ unresolved issues
  • Ability to resolve clients’ complaints in a timely and efficient manner
  • Ability to insight-fully engage clients
  • Ability to interact with clients and maintain long lasting relationships and give the highest satisfaction
  • Ability to express a customer-centric attitude
  • Ability to constantly motivate team
  • Possess keenness to understand the Company’s business solutions and link to clients’ requirements

Salary Expectations 
N150,000.00 – N 250,000.00/month

Method of Application

Interested and qualified? Go to Dragnet Nigeria career website on e-recruiter.ng to apply

Deadline: 23 August 2019

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