Job Description

The Customer Service Officer serves Ports & Terminal customers by answering product and service related enquires, suggesting information about possible resolutions, handling customer registrations, resolving complaints, prepare correspondences, and fulfil customer needs to ensure customer satisfaction.

Has knowledge of commonly used concepts, practices and procedures within the field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor. The target is to ensure excellent service standards and maintain high customer satisfaction.

Key Performance Areas:

• Open and maintain customer accounts by recording account information
• Inducting customers on the services available on DP World Dar es Salaam online platform CCS and any new product offerings from Port & Terminals.
• Attending and providing timely response to enquiries or feedback requests from customers.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle and respond to customer complaints via phone, email, WhatsApp, or other social media channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Log all Customer complaints in CRM for follow up and provide timely resolution.
• Resolve product or 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.
• Identify and assess customers’ needs to achieve customer satisfaction.
• Prepare product or service reports by collecting and analyzing customer information.
• Close out all open call records and ensure callback requests are attended on time.
• Follow communication procedures, guidelines, and policies issued from time to time,
• Go the extra mile to engage with customers and develop customer loyalty.
• Build sustainable relationships and trust through open and interactive communication.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Keep records of customer interactions, process customer accounts and file documents in CCS and CRM as required.
• Work with Customer Service Supervisor / Manager to ensure delivery of quality service to Port & terminal customers.
• Compile reports on overall customer satisfaction and assist Customer Service Manager to conduct Customer satisfaction surveys.
• Maintain log of Customer queries / complaints attended.
• Avg. response time to Customer enquiries / complaints.
• First Call Resolution rate for the issues raised by customers.
• Average Resolution time for the customer complaints handled.
• Customer Satisfaction Rating – Measured through regular customer feedback / surveys.
• Building sustainable professional relationships with customers.
• Recommendations / suggestions on improving DP World Dar es Salaam products & services for Port & Terminals.
• Achieve year on year improvement in service levels measured through customers’ assessments of service quality, professional competence, and objective achievement.

Qualifications Required:

• High school diploma or equivalent; college degree preferred

Experience and Skills Required:

• Proven customer support experience desirable though not compulsory
• Able to communicate effectively in English / Swahili (Verbal / Written)
• Computer Skills, working knowledge of MS office applications.
• Excellent telephonic skills and active listening
• Working knowledge of CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Good negotiation skills
• Positive Attitude and Adaptability
• Attention to Detail
• Problem Solving
• Ability to Work Under Pressure
• Flexibility to work in shifts

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses — Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW TO CHANGE WHAT’S POSSIBLE FOR EVERYONE.

EEO Statement

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion, or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.