Customer Service Manager 127 views

Job Title: Customer Service Manager

Company: Trucks Load PLC

Location: Addis Ababa, Ethiopia

Reports To: Operations Manager

Job Summary:

Trucks Load PLC is seeking a dynamic and experienced Customer Service Manager to lead our customer service team in Addis Ababa. The Customer Service Manager will be responsible for developing and implementing customer service strategies, managing the customer service team, and ensuring exceptional service delivery to our clients in the logistics and transportation sector. This role requires strong leadership, excellent communication skills, problem-solving abilities, and a customer-centric approach to build lasting relationships and ensure customer satisfaction.

Responsibilities:

• Develop and Implement Customer Service Strategies: Design, implement, and monitor effective customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience.
• Lead and Manage the Customer Service Team: Recruit, train, coach, and supervise customer service representatives. Set performance goals, monitor team performance, and provide regular feedback and development opportunities.
• Handle Customer Inquiries and Issues: Serve as a point of escalation for complex customer issues and complaints, ensuring timely and satisfactory resolution.
• Build and Maintain Customer Relationships: Develop and nurture strong relationships with key clients, understanding their needs and proactively addressing their concerns.
• Monitor and Analyze Customer Service Performance: Track key customer service metrics (e.g., response times, resolution rates, customer satisfaction scores) and analyze data to identify trends and areas for improvement.
• Implement Customer Feedback Mechanisms: Establish and manage systems for collecting and analyzing customer feedback to drive continuous improvement in service delivery.
• Collaborate with Internal Teams: Work closely with sales, operations, and other departments to ensure seamless service delivery and alignment with overall business objectives.
• Ensure Compliance: Adhere to company policies and procedures, as well as relevant industry regulations.
• Stay Updated on Industry Trends: Keep abreast of best practices and emerging trends in customer service within the logistics and transportation industry.
• Prepare Reports: Generate regular reports on customer service performance, highlighting key achievements and areas needing attention.

• Bachelor’s degree in Business Administration, Marketing, Logistics, or a related field. A Master’s degree is an advantage.
• Proven experience of at 6 years in a customer service role, with at least 3 years in a management or supervisory capacity, preferably within the logistics, transportation, or a related service industry.

Skills and Competencies:

• Excellent Communication Skills: Fluent in Amharic and English, both written and verbal. Strong interpersonal and presentation skills.
• Leadership and Team Management: Demonstrated ability to lead, motivate, and develop a customer service team.
• Customer-Centric Approach: A genuine passion for providing exceptional customer service and a strong understanding of customer needs and expectations.
• Problem-Solving and Decision-Making: Ability to analyze complex issues, identify root causes, and implement effective solutions 1 in a timely manner.
• Organizational and Time Management Skills: Strong ability to prioritize tasks, manage time effectively, and meet deadlines.
• Negotiation and Conflict Resolution Skills: Ability to handle difficult customer situations with diplomacy and achieve positive outcomes.
• Analytical Skills: Ability to collect, analyze, and interpret customer service data to drive improvements.
• IT Literacy: Proficient in using CRM systems, Microsoft Office Suite (Word, Excel, PowerPoint), and other relevant software.
• Industry Knowledge: Understanding of the logistics and transportation industry is highly desirable.
• Cultural Awareness: Sensitivity to and understanding of the local business culture in Addis Ababa and Ethiopia.

Personal Attributes:

• Professional and positive attitude.
• Strong work ethic and integrity.
• Ability to work under pressure and adapt to changing situations.
• Detail-oriented and results-driven.
• Proactive and self-motivated.