Reporting to the Hinterland Customer Service Manager, the incumbent will manage a portfolio of National clients by co-ordinating efficient and effective completion of all customer service activities.
We Offer
High impact experience could see you working across business units & in teams with people from other disciplines and functions. You will have the opportunity to network closely with colleagues from within the Hinterland countries, which includes Zimbabwe and Malawi, as well as the opportunity to meet and network with a diverse range of customers.
Key Responsibilities
  • Receive and resolve telephone related customers queries
  • Complete pro-active and self initiated face to face visits with customers for client maintenance, and resolution of specific issues
  • Identify ways in which cost effective value adding service can be provided to specific clients
  • Ask customers for additional, profitable cargo, either in response to Sales opportunities or own opportunities
  • Execute new customer on boarding process to the standard required based on the specific activities outlined
  • Handle specific shipment, transport plan and documentation exceptions, including keeping the customer informed
  • Ensure that detention is raised where relevant
  • Serve as e-commerce focal for customers
  • Provide commercial input and execute completion of agreed waivers
  • Manage handovers with GSC customer service teams
  • Identify and implement improvements relating to processes in which front office and GSC are involved
  • Provide relief backup to other customer service teams
Who we are looking for:
Competencies required
  • Compassion
  • Interpersonal Savvy
  • Learning on the Fly
  • Organizational Agility
  • Problem Solving
  • Self Development
  • Listening
  • Priority Setting
  • Decision Quality
  • Customer Focus
  • Drive for Results
  • Informing
  • Integrity & Trust
  • Time Management
  • Technical Functional skills
  • Written Communication
Last application date: 30 April 2016.
As this is a local position, we invite applications from citizens of Zambia or persons currently in possession of valid documentation permitting them to work in Zambia.
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