Customer Care Officer
Job Summary:
The Customer Care Officer in a clearing and forwarding company will be responsible for ensuring exceptional customer service by handling inquiries, resolving complaints, and coordinating logistics with clients. This role focuses on maintaining customer satisfaction while ensuring the smooth flow of operations in the clearing and forwarding processes.
Key Responsibilities:
Customer Interaction and Support:
- Act as the primary point of contact for customers, addressing inquiries related to shipping, customs clearance, and logistics services.
- Provide accurate information regarding shipment schedules, customs requirements, and company services.
Order and Documentation Management:
- Assist customers in preparing and verifying shipping documentation such as invoices, bills of lading, and customs declarations.
- Ensure all customer records are accurate and updated in the system.
Issue Resolution:
- Handle customer complaints professionally, ensuring swift resolution of issues related to delays, lost shipments, or other service disruptions.
- Coordinate with internal departments and external partners to address customer concerns.
Process Coordination:
- Work closely with the operations team to ensure the timely dispatch and clearance of goods.
- Monitor shipment progress and proactively communicate updates or delays to customers.
Customer Relationship Management:
- Build and maintain strong relationships with customers by delivering exceptional service and fostering trust.
- Gather customer feedback and share insights with the management team for service improvement.
Compliance and Reporting:
- Ensure adherence to all legal and regulatory requirements related to shipping and customs processes.
- Prepare regular reports on customer service activities, feedback, and resolution timelines.
Qualifications and Skills:
- A diploma or degree in Business Administration, Logistics, Supply Chain Management, or a related field.
- Minimum of 2 years of experience in customer service, preferably in the clearing and forwarding industry.
- Strong communication and interpersonal skills.
- Proficiency in MS Office and customer relationship management (CRM) software.
- Knowledge of customs regulations and logistics procedures is an advantage.
- Problem-solving skills and the ability to work under pressure.
Key Attributes:
- High level of integrity and professionalism.
- Strong organizational skills with attention to detail.
- A customer-focused mindset with a commitment to delivering excellent service.
- Ability to multitask and prioritize effectively.
- Department
- Procurement & Logistics
- Locations
- Dar es Salaam
About ITM Tanzania Limited
ITM Tanzania is a leading and comprehensive Human Capital Development and Business Solutions Company. Our team of highly qualified, competent, and experienced experts offers services and 360 support to reaching your organization's objectives at the expected timeline.
The company was incorporated under the United Republic of Tanzania's laws in 2018 to represent ITM SARL's vision, mission, and core values.
We are dedicated to providing our clients with top-notch and comprehensive services from outsourcing, recruitment, placement, talent acquisition and nurturing professional training and capacity building, and human resource advisory to industry solution services. We have extensive local knowledge with a participative global perspective to generate lasting value that meet and exceed the demand of our clients and the ever-growing competitive market.
ITM Tanzania was established to provide tailored solutions to our clients and assist them in solving their operational problems in a sustainable, efficient, and effective way.
Customer Care Officer
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