About the position
Opportunity for a Customer Liaison Officer to act as the primary point of contact between the company and its customers, building relationships and resolving issues.
Minimum Requirements
- Grade 12.
- Computer literacy (TMS, Microsoft Word, Excel, Outlook).
- Strong interpersonal skills to liaise with staff and service providers.
- At least 3 years’ experience in operations, distribution, and warehousing.
- Ability to prioritize tasks and meet deadlines.
Duties:
Client Relationship Management:
- Build and maintain positive relationships, ensuring high satisfaction and retention.
- Handle customer and third-party queries regarding deliveries and Proof of Delivery (POD).
- Liaise with customers and third parties on damages, losses, and shortages.
Issue Resolution:
- Serve as the main point of contact for service requests, complaints, and inquiries, escalating complex issues when necessary.
Communication:
- Clearly communicate service timelines, costs, and progress to customers.
- Maintain open communication on failed/rejected deliveries and discrepancies on PODs.
- Provide daily reporting on outstanding and customer reports.
Record Keeping:
- Maintain detailed records of interactions, transactions, feedback, and complaints.
Internal Collaboration:
- Work with internal teams to address customer issues and provide required documents.
- Follow up on outstanding bookings, collections, and deliveries.
Administrative Tasks:
- Process service requests, generate invoices, and manage related duties.
Customer Support:
- Provide support and troubleshooting assistance, including training clients on product/service usage.
Desired Skills:
- customer support
- client relationship management
- administration