INTRODUCTION:
Rockledge East Africa Limited is an Independent Marine Inspection engaged in Claims and Risks Management, Technical Surveys as well as Industrial Services based in Mombasa with regional presence in the larger Eastern African countries. Since Inception, Rockledge East Africa Limited has been providing quality and specialized solutions, serving a wide range of industries including Maritime, Insurance, Transport and Logistics, Warehousing, Agriculture, Oil & Gas and Minerals. Rockledge visions is to “be the leading and most trusted Marine Technical Surveys, Claim and Risks Management partner in Africa”. We make sure our team’s emphasis on operational excellence and quality of service while maintaining professional ethics. As we continue to grow and expand our territory, we are seeking high caliber individual who is equally thirsty for growth to join our team. By Joining our team, you are helping to provide an experience to our stakeholders that delivers on our key promises.JOB DESCRIPTION
Job Title Customer Service Lead (1 Positions) Location Mombasa, Kenya Department Finance & Administration Reports to Finance and Administration LeadWhat it entails?
The incumbent will develop and delivers the service levels required to provide customers with the best experience possible, to stimulate customer retention and generate additional opportunities. You will lead in consistently exceeding customer’s expectation and provides transparent communication and information.Job Duties:
- Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.
- Improve customer service experience by engaging customers that ultimately facilitate organic growth.
- Stimulate customer retention base with a view to generating additional opportunities even as you continuously pursue new customers.
- Develop individual performance metrics and drive commitment to and maintenance of outstanding performance
- Take ownership of customers issues and follow problems through to resolution
- Develop service procedures, policies and standards and ensure same are well documented/maintained
- Co-ordinate the activities of the Customer Service, provide timely support and advice to team members in Operations and Claims department.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Actively contribute towards achievement of company business objectives.
- Always comply to applicable safety rules and operational procedures
- Network, identify, explore and facilitate opportunities for business growth.
- Focal point for Continuous Improvement in Customer Service.
Continual Improvement Policy:
Continuous improvement is at the core of the management strategy of Rockledge East Africa Limited and covers all aspects of the operation of the company. Continuous improvement activities drive organizational excellence to improve value delivery to all our stakeholders including customers, partners, employees and the society we operate in, thereby increasing the probability of long term success as an organization. By implementing a culture of continuous improvement, the company will:- Focus on understanding and satisfying the customer, external and internal;
- Regularly review approaches and methods with improvement cycles and conclusions implemented;
- Benchmark and regularly measure the performance of key processes;
- Manage business using facts rather than opinion;
- Maintain a culture of clear, open communication;
- Work to reduce process-time in all aspects of the business;
- Promote active teamwork as a normal way of achieving outcomes;
- Recognize and promote improvement efforts;
- Develop a culture wherein continuous improvement involves everyone and the process of change becomes routine; and develops and values key partnerships with participants, customers and other stakeholders.
Job Requirement:
- Minimum of a Degree in Communication/Business related field with two (2) years progressive experience preferable in Customer Service department in Logistics, Insurance as well as Cargo Inspection industry.
- Thorough, observant and attentive to detail.
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Excellent communicators, both verbally and in writing with good command of English
- Able to develop strong relationships both internally and externally is imperative
- Display strong leadership skills and problem-solving mindset with the ability to multitask and handle deadlines