Better work, Better life

Senior Customer Care Officer (13th month negotiable)
Port Louis

Our client, in the shipping and logistic sector, is looking for a Senior Customer Care Officer (13th month negotiable)

Reporting to the Customer Service Manager, the successful candidate will be the first point of contact for the VIP customers and own the end-to-end shipping experience. Be the customer’s ambassadors in a multi-functional workplace and international collaboration.

To collaborate internally to provide a second-to-none customer service. Adopt a proactive approach when dealing with customer queries or stakeholders (internal/external).  Be the advisor and the solution provider.

Main responsibilities:
  • Be the primary point of contact for own customers and act as an advocate for the customers, internally
  • Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Make recommendation to management by collecting customer information and analyzing customer needs.
  • Prepares service reports by collecting and analyzing customer information.
  • Contributes to team effort by accomplishing related results as needed.
  • Own the experience felt by customers and become their trusted partner
  • Actively build strong relationships with customers and gain an understanding of their business, and service needs.
  • Ensure smooth execution of the end-to-end shipment, by working closely with the customer and internal stakeholders.
  • Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
  • Monitor the status of all customer issues by proactively reviewing historical data and identify opportunities to improve customer experience
  • Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
  • Engage with customer regularly by phone or visits to identify improvement opportunities.
  • Be compliant to internal procedures and policies as well as rules/regulations by relevant authorities.
  • Act as a back up to the team, when needed
  • Monitor service level performance through KPIs and results
  • Plan your own work schedule.
  • Diploma or higher qualification in: Business Administration, Transport & Logistics, International Trade or any other related field
  • Minimum of 5 years 'experience in customer service in transport & logistics or shipping industry
  • Commercial experience, either in Sales or Customer Service
Candidate profile:
  • Basic shipping knowledge.
  • Computer literate.
  • Basic knowledge of customs procedures and regulations, will be an advantage.
  • Strong interpersonal and communication skills to work in a high performing and dynamic environment.
  • Ability to build appropriate rapport, and uses diplomacy and tact
  • Strong business, market and customer understanding with a passion to delight the customer through service.
  • Fluent in French and English.
  • A team player with a great attitude and desire to help our customers.
  • Good communication skills, ability to present issues in a clear manner.
  • Analytical, quantitative mindset with a keen attention to detail.
  • Must possess a high level of computer skills to effectively use multiple systems.
  • Committed to and actively works for continuous improvement.
  • Ability to build constructive and effective relationships at all levels.
  • Able to use rigorous logic and methods to solve difficult problems with effective solutions.
  • Personally committed to and actively works for continuous improvement.
  • Dedicated to meeting the expectations and requirements of internal and external customers.
  • Able to present an issue in an appropriate and helpful manner.
  • Prioritization capabilities.
  • Able to write clearly and concisely in a variety of communication settings and styles.

Adecco reserves the right:
To call only the shortlisted candidates for interview
Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.

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