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Job Summary
Job Title:
Customer Service Agent
Employer:
Grindrod
Location:
Country:
Contract Type:
Full-time
Job Category:
Public Relations Jobs
Number of Positions:
1
Deadline:
Sunday, 7 April 2024
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Customer Service Agent job at Grindrod | Apply Now
Port Bell, Kampala, Uganda
Grindrod is a leading South African freight logistics and shipping company committed to facilitating global trade through innovative, sustainable, and customer-centric logistics solutions. With a mission to connect markets and enable growth, Grindrod has built a strong reputation for reliability, integrity, and operational excellence across the logistics and infrastructure sectors, particularly in southern Africa. The company fosters a dynamic and inclusive work culture, offering competitive career growth opportunities, flexible work arrangements, and a supportive environment that values employee wellbeing and innovation.
Established in the early 1900s, Grindrod has evolved from a coastal shipping operation into a diversified logistics powerhouse, integrating rail, port, terminal, and marine services. Through strategic investments and digital transformation, the company continues to optimize its service delivery and enhance supply chain efficiencies for its clients. With a broad footprint across Africa and international markets, Grindrod upholds core values of accountability, collaboration, innovation, and respect. Its strong corporate social responsibility agenda focuses on community development, environmental sustainability, and youth empowerment initiatives. For more information, visit www.grindrod.co.za.
Are you looking for Public Relations Jobs in Uganda 2024? If yes, then you might be interested in Customer Service Agent job at Grindrod
Full-time
Deadline:
7 Apr 2024
Customer Service Agent job at Grindrod
Grindrod
Job Description
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
Grindrod is a South African logistics company, a global powerhouse that is listed on the JSE, and has a presence in over 23 countries.
Our commitment to forging new routes and delivering Africa's commodities to the world is unwavering. We provide a safe working environment in which everyone is treated with dignity and respect and our strategic aspirations ultimately lie in the hands of our people. We strive to earn our customers' trust every day and touch the lives of our communities within which we operate.
We innovate for operational excellence and embrace long-term thinking and deliver on short-term action.
Having completed the construction of a ship, the M/v Mpungu for Lake Victoria, Grindrod Logistics Africa Uganda seeks to recruit skilled, experienced and motivated persons to work in Port Bell and Luzira.
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Handling Inquiries: Respond to customer inquiries, questions, or requests via phone, email, chat, or social media channels in a timely and professional manner.
Providing Assistance: Assist customers with product information, pricing, order placement, order tracking, billing inquiries, and other related issues or concerns.
Problem Resolution: Identify and resolve customer complaints, issues, or problems effectively, striving to achieve a satisfactory resolution for the customer.
Processing Orders: Process customer orders, returns, exchanges, cancellations, refunds, or adjustments accurately and efficiently.
Maintaining Records: Maintain accurate and detailed records of customer interactions, inquiries, complaints, and resolutions in the customer relationship management (CRM) system.
Escalating Issues: Escalate complex or unresolved customer issues to supervisors, managers, or other appropriate personnel for further assistance or resolution.
Following Up: Follow up with customers to ensure their issues or concerns have been addressed satisfactorily and to gather feedback on their experience with the company.
Promoting Products or Services: Inform customers about new products, promotions, or special offers that may be of interest to them and encourage upselling or cross-selling opportunities.
Adhering to Policies: Adhere to company policies, procedures, and service standards while interacting with customers and handling their inquiries or requests.
Continuous Learning: Stay updated on product knowledge, company policies, industry trends, and customer service best practices through training and professional development opportunities.
Contributing to Improvement: Provide feedback and suggestions for improving customer service processes, procedures, or systems to enhance overall customer satisfaction and efficiency.
Maintaining Professionalism: Maintain a professional and courteous demeanor at all times, representing the company positively and upholding its reputation for excellent customer service.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with customers, understanding their needs, and providing assistance.
Empathy: Ability to empathize with customers' concerns or issues and provide appropriate support or solutions.
Problem-Solving Skills: Strong problem-solving abilities to address customer inquiries, resolve complaints, and find solutions to various issues effectively.
Patience: Patience and composure to handle challenging or frustrated customers with professionalism and courtesy.
Interpersonal Skills: Good interpersonal skills to build rapport with customers, establish trust, and maintain positive relationships.
Adaptability: Ability to adapt to changing situations, customer needs, and company policies or procedures.
Multitasking: Capability to handle multiple tasks simultaneously, such as answering phone calls, responding to emails, and assisting customers via chat or social media platforms.
Computer Skills: Basic computer proficiency to navigate customer service software, databases, and communication tools effectively.
Product Knowledge: Familiarity with the company's products or services to provide accurate information and assistance to customers.
Attention to Detail: Attention to detail to accurately record customer information, document interactions, and follow up on outstanding issues or requests.
Conflict Resolution: Ability to de-escalate conflicts, manage customer complaints, and resolve issues to ensure customer satisfaction.
Time Management: Effective time management skills to prioritize tasks, manage workload efficiently, and meet service level agreements or response times.
Teamwork: Collaboration with other team members, departments, or supervisors to address customer concerns, share best practices, and contribute to a positive work environment.
Customer Focus: Commitment to providing excellent customer service and meeting or exceeding customer expectations.
All interested and qualified persons are strongly encouraged to apply by email: vacancy@futureoptions.org clearly indicating the Position Title in the email subject line.
Please note that only successful candidates will be contacted.
