Customer Service Coordinator Job at ZIM Integrated Shipping Services Limited

ZIM Integrated Shipping Services Limited - In the fast-changing shipping world, ZIM Integrated Shipping Services has set itself apart as an independent carrier with a fresh, unique approach. ZIM’s strategy as a global niche carrier offers distinctive advantages to customers worldwide. We have created a smart, efficient network that ensures stable, reliable services; and we have made it our mission to focus on the needs of our customers, which stand at the heart of all our decisions.

ZIM operates in select trades, where it has a competitive advantage and where it can provide superior service. In these trades, ZIM is a significant player with a sizable market share. We maintain a flexible partnership approach with other major carriers, and our new line structure is a much-needed alternative to customers concerned about the current alliance-dominated market.

We are recruiting to fill the position below:

Job Position: Customer Service Coordinator

Job Ref.: 97.855
Job Location: Lagos
Category: Customer Service

Description
The candidate will be responsible for the following duties:

VIP Management:

• Manage VIP Customers as key interface in customer service department, ensure proactive communication and optimal service delivery in line with VIP offerings: Proactive invoicing, Monthly SOA, Cargo Release Priority, Arrival notice. Expedited Releasing, etc..

Customer Service:

• Support the Customer Service team by monitoring the shared email inbox as assigned, ensuring all customer emails are responded to promptly and accurately.
• Consistently meet SMART CS KPIs, including First Response Time and Service Request completion within SLA.

Issue Resolution & escalation Management:

• Assist the Customer Service Team in troubleshooting and resolving transaction issues and exceptions efficiently.
• Provide timely follow-up on customer complaints and escalate unresolved matters as required.

Change management and process improvement:

• Support Agency & District change initiatives within the team.
• Continuously review processes to remove mundane steps and suggest areas of improvement to Customer Service Manager.

Stakeholder Management:

• Collaborate with internal stakeholders to provide high levels of customer service to customers.

Requirements

• Candidates should possess a First Degree in Maritime, Shipping, or related disciplines 
• Between 3-5 years of prior experience in similar capacity. 
• Strong relationship management, analytical and problem-solving skills. 
• Good command of written and spoken English 
• High level of proficiency in Microsoft office, including Excel, Word, Power Point, Web-based and email programs