Customer Support Officer

Customer Support Officer at Tincan Island Container Terminal Limited

Tincan Island Container Terminal Limited (TICT), founded in 2004, is a multinational company operating in Nigeria, with its Terminal situated at Tin-can Island Port, Terminal B (2nd Gate), Apapa, Lagos, and its Head Office located at 1/3 Point Road, Apapa, Lagos.

Job Description:

• Evaluate and enhance the end-to-end customer journey, identifying areas of concern and opportunities for enhancement.
• Collaborate with cross-functional teams to implement improvements, ensuring a smooth and efficient customer experience.
• Establish and maintain consistent service standards across all customer touchpoints.

Responsibilities:

• Coordinate and moderate Customer journey mapping sessions involving internal and external stakeholders to facilitate more efficient customer interactions, gain deeper insights into customer needs, and initiate initiatives to address identified pain points.
• Collaborate with Internal and External stakeholders to develop new customer experiences.
• Formulate and execute strategies to improve customer loyalty and decrease churn.
• Monitor customer retention rates and devise strategies for enhancement.
• Ensure that all customer interactions and processes comply with corporate governance, regulatory requirements, risk management, operational resilience, and data privacy standards.
• Work with IT and other internal and external stakeholders to devise and implement innovative solutions that enhance customer experiences.
• Identify performance metrics and ensure alignment with business objectives.
• Review customer profiles rigorously and ensure tailored services leading to positive business outcomes.
• Identify trends, review records, and invoices to ensure error-free services, escalating issues promptly.

Educational Qualifications / Certifications / Experience:

• Bachelor’s Degree in Business Administration or Accounting.
• Minimum of 3 years’ experience in customer support or related fields.
• Innovative mindset with a dedication to providing outstanding customer service.
• Demonstrated ability to work independently and manage multiple priorities.
• Experience in a fast-paced corporate environment is advantageous.
• Positive attitude and ability to think creatively.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities, with an emphasis on teamwork.
• Resourceful and dependable with the capability to resolve problems swiftly and effectively.

Must-Have Skills:

• Analytical skills
• Communication skills
• Interpersonal Skills
• Teamwork
• Organizational and planning skills

Nice-to-Have Skills:

• Time management
• Maintaining quality standards
• Innovation
• People management

Behavioral Attributes:

• Good interpersonal skills
• Sound judgment and decision-making abilities
• Capability to perform under pressure
• Multitasking proficiency
• Attention to detail

To Apply

Interested and qualified candidates should send their CV to: recruitment@tict-ng.com using the Job title as the subject of the mail.

Also use the Apply button after sending a mail.