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 Dares-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
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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