Reporting to Eastern Africa Cluster Customer Service Manager, the Customer Service Manager Tanzania will be responsible for all Customer Care activities and managing a team on the continued Customer Care Transformation. You will work closely with Sales, Trade and Marketing to drive yield and volumes, be fully accountable for the performance of the team including the customer experience delivery as well as the coaching and personal development of the individual staff members within the team. Eastern Africa Cluster is one of the leading Clusters within sub-Saharan Africa Cluster in terms of business impact, containing two of the most dynamic African economies, Kenya and Ethiopia and key ports central to our profitable Eastern Africa network. The Cluster comprises of 11 countries (active in 10 of these, excluding Eritrea): Kenya, Uganda, Tanzania, Ethiopia, Djibouti, Sudan, Rwanda, Burundi, South Sudan, Somalia and Eritrea. This role will sit in the Dar-es-Salaam, with responsibility for 3 ports in Tanzania, Dar-es-Salaam, Tanga and Zanzibar. As a performance-oriented company, we strive to always recruit the best person for the job – regardless of gender, age, nationality, sexual orientation or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Key Responsibilities
- Lead the Customer Care Transformation work within own team. This includes Functional and Global projects, delivering superior customer experience and providing Customer Service Operations Excellence.
- Develop a professional and customer-focused Customer Care team through role-modelling, leadership and coaching.
- Actively drive proactive behavior to drive world class experience for customer
- Build a highly-engaged and motivated team - manage boundaries, allocate resources and provide challenging and stretching tasks and assignments to develop the team's customer care competencies and ensure competencies and requirements are maintained from both the perspectives of operational execution, back-up and contingency cover.
- Monitor teams performance against Objectives/KPIs and targets
- Drive commercial intelligence within own team. Attend regular or ad-hoc joint sales calls with sales team to understand and provide better service to customers.
- Monitor, review and provide feedback to Sales and TNM on customer performance to drive yield and volume.
- Drive continuous improvement of process performance and team.
- Be part of the Customer Service Cluster Leadership team and drivel synergies across the different countries.
- Execution of CS Strategy at country level in line with the global strategy
- Who we are looking for
We would like to hear from you if you meet the following criteria:
- Bachelor's Degree in any discipline
- Previous working experience as leader in Customer - Care is ideal.
- At least 5 years' experience with leadership responsibilities with proven abilities in building effective teams.
- Solid ocean product knowledge coupled with excellent market intelligence.
- Interpersonal savvy and organisational agility.
- Process driven individual
- Customer- focus and excellent business acumen.
- Strong self-initiative and results-driven.
- Fluent in spoken and written English and Swahili.
- We Offer
In this role, you will learn and acquire the following skills and competencies:
- Customer Care Best Practice
- Insights into the trade market
- Process leadership including continuous improvement and optimisation
- Change management skills
- People management and leadership skills
- In addition, you will have various opportunities to work with the leading customers in EAC Cluster, performing and excelling in a dynamic and energetic organisation and contributing to the continuous success of the cluster.
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