Customer Service Officer Job at DP World

DP World - We exist to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 108,100 employees spanning 74 countries on six continents. We are pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

We are recruiting to fill the position below:

Job Position: Customer Service Officer

Job Location: Lagos
Employment Type: Full-time

Job Function

• The Customer Service Officer (Tracking) is responsible for ensuring excellent customer service by providing real-time updates on the status of shipments and deliveries.
• This role involves monitoring the movement of goods, handling inquiries, resolving issues, and communicating with both internal teams and customers.
• The officer plays a critical role in ensuring that clients are informed about their shipments, enhancing customer satisfaction and operational efficiency.

Key Performance Areas:

• Technical Proficiency: Familiarity with transport management systems (TMS), GPS tracking software, and Microsoft Office applications.
• Communication Skills: Strong verbal and written communication skills for effectively interacting with customers, drivers, and internal teams.
• Problem-Solving: Ability to troubleshoot issues with shipments and provide quick, practical solutions.
• Provide real-time updates to customers regarding the status of their deliveries, estimated times of arrival (ETAs), and any delays or changes in the schedule.
• Ensure that all shipments are delivered within the agreed time frames and escalate any potential delays or issues to the relevant teams.
• Respond to customer inquiries and requests via phone, email, and other communication channels in a timely and professional manner.
• Attention to Detail: Strong focus on accuracy in updating tracking information and reporting.
• Time Management: Ability to prioritize and handle multiple tasks under pressure in a fast-paced environment.
• Track the movement of shipments and vehicles using GPS systems, transport management software, and other tracking tools.
• Proactively communicate with customers about any delays, route changes, or unexpected issues, and offer solutions to mitigate inconvenience.
• Maintain clear and open communication with drivers, dispatchers, and logistics teams to relay information between customers and operations.
• Address and resolve customer complaints or concerns related to tracking, deliveries, and logistics.
• Investigate issues such as late deliveries, damaged goods, or routing errors, and collaborate with the logistics and operations teams to find effective solutions.
• Follow up on unresolved issues to ensure customer satisfaction and operational improvement.
• Input and update tracking information into the system, ensuring data is accurate and up-to-date.
• Generate daily, weekly, and monthly tracking reports for internal use, analyzing performance trends and identifying potential improvements in delivery times and accuracy.
• Assist in maintaining a database of delivery records, customer information, and tracking logs.
• Work closely with the operations, logistics, and dispatch teams to ensure smooth coordination of deliveries and customer updates.
• Collaborate with the fleet management team to ensure that vehicles are properly maintained and operating within guidelines.
• Provide feedback to management on operational bottlenecks or recurring customer issues for process improvements
• Ensure all tracking operations comply with company policies and safety standards.
• Report any vehicle malfunctions or safety concerns to the relevant teams to prevent delivery delays and maintain fleet efficiency.

Qualifications Required

• Bachelor's Degree in Transportation, Business Administration, or related field.

Experience and Skills Required:

• 2 - 3 years of experience in related industry.
• Previous experience in customer service, preferably within a transport and logistics environment.
• Experience in tracking systems (GPS, TMS, or similar) and providing real-time updates to customers is a plus.