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Customer Care Manager

Africa Global Logistics Cote D'Ivoire (groupe AGL)
📍 San Pedro 🇨🇮CDI🗓️ 3 months ago

Job Description

San Pedro
CDI

Your safety comes first — read before you go. Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

Automatically translated from French. View the original offer

Description of the mission

Experience

As part of strengthening the customer experience and continuous improvement in service quality, AGL San Pedro strengthens its customer complaints management system. As such, we are looking for a Customer Care Officer whose main mission will be to ensure structured, responsive and transparent treatment of all customer complaints in order to guarantee their satisfaction and strengthen the quality of service. Reporting to the Sales Manager / Business Development Manager, the Customer Care Officer will be responsible for:

  • Ensure the management and follow-up of the email box dedicated to customer complaints;
  • Provide the single point of entry for all claims and ensure their traceability;
  • Record, analyze and qualify each claim in the dedicated tracking tool;

Education / Qualifications

  • Verify the quality and completeness of information provided by customers;
  • Assign and track claim tickets until they close;
  • Identify the operational teams involved and ensure the assignment of files;
  • Ensure compliance with the deadlines for taking charge and carry out the necessary reminders;
  • Daily monitoring of the progress of files and escalation of blocking situations;
  • Monitor the quality of responses before claims are closed;

Other information

  • Regularly inform clients of the progress of their files and maintain proactive communication;
  • Ensure the formal closure of claims after validation of their resolution;
  • Produce weekly and monthly reports on customer complaints;
  • Analyze the recurring causes of claims and identify areas for improvement;
  • Propose corrective and preventive actions to improve the quality of service;
  • Actively contribute to the continuous improvement of customer relationship management processes.

Candidate profile

  • Bac +3 / Bac +5 in Commerce, Marketing, Management or equivalent field;
  • Minimum 3 years of experience in customer relationship, after-sales service, logistics operations or claims processing;
  • Experience in the transport and logistics sector is a major asset;
  • Excellent mastery of office tools (Excel, PowerPoint, Outlook);
  • Experience in using a CRM or ticket management tool;
  • Excellent writing and communication skills;
  • Good understanding of logistics and transport operations;
  • Ability to effectively coordinate multiple interlocutors and work cross-functionally;
  • Strong customer service, diplomacy and quality of listening;
  • Rigor, organization and excellent management of priorities;
  • Responsiveness, perseverance and analytical spirit;
  • Excellent relationship and strong customer satisfaction orientation

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Description de la mission

Expérience

Dans le cadre du renforcement de l'expérience client et de l'amélioration continue de la qualité de service, AGL San Pedro renforce son dispositif de gestion des réclamations clients. À ce titre, nous recherchons un Customer Care Officer dont la mission principale sera d'assurer un traitement structuré, réactif et transparent de l'ensemble des réclamations clients afin de garantir leur satisfaction et de renforcer la qualité de service Rattaché au Responsable Commercial / Business Development Manager, le Customer Care Officer sera chargé de :

  • Assurer la gestion et le suivi de la boĂ®te mail dĂ©diĂ©e aux rĂ©clamations clients ;
  • Constituer le point d'entrĂ©e unique pour l'ensemble des rĂ©clamations et garantir leur traçabilitĂ© ;
  • Enregistrer, analyser et qualifier chaque rĂ©clamation dans l'outil de suivi dĂ©diĂ© ;

Formation / DiplĂ´mes

  • VĂ©rifier la qualitĂ© et l'exhaustivitĂ© des informations transmises par les clients ;
  • Attribuer et suivre les tickets de rĂ©clamation jusqu'Ă  leur clĂ´ture ;
  • Identifier les Ă©quipes opĂ©rationnelles concernĂ©es et assurer l'affectation des dossiers ;
  • Veiller au respect des dĂ©lais de prise en charge et effectuer les relances nĂ©cessaires ;
  • Assurer le suivi quotidien de l'avancement des dossiers et escalader les situations bloquantes ;
  • ContrĂ´ler la qualitĂ© des rĂ©ponses apportĂ©es avant la clĂ´ture des rĂ©clamations ;

Autres informations

  • Informer rĂ©gulièrement les clients de l'Ă©volution de leurs dossiers et maintenir une communication proactive ;
  • Assurer la clĂ´ture formelle des rĂ©clamations après validation de leur rĂ©solution ;
  • Produire les reportings hebdomadaires et mensuels relatifs aux rĂ©clamations clients ;
  • Analyser les causes rĂ©currentes des rĂ©clamations et identifier les axes d'amĂ©lioration ;
  • Proposer des actions correctives et prĂ©ventives visant Ă  amĂ©liorer la qualitĂ© de service ;
  • Contribuer activement Ă  l'amĂ©lioration continue des processus de gestion de la relation client.

Profil recherché

  • Bac +3 / Bac +5 en Commerce, Marketing, Gestion ou domaine Ă©quivalent ;
  • Minimum 3 ans d'expĂ©rience dans la relation client, le service après-vente, les opĂ©rations logistiques ou le traitement des rĂ©clamations ;
  • Une expĂ©rience dans le secteur du transport et de la logistique constitue un atout majeur ;
  • Excellente maĂ®trise des outils bureautiques (Excel, PowerPoint, Outlook) ;
  • ExpĂ©rience dans l'utilisation d'un outil CRM ou de gestion des tickets ;
  • Excellentes capacitĂ©s rĂ©dactionnelles et de communication ;
  • Bonne comprĂ©hension des opĂ©rations logistiques et de transport ;
  • CapacitĂ© Ă  coordonner efficacement plusieurs interlocuteurs et Ă  travailler en transverse ;
  • Sens aigu du service client, diplomatie et qualitĂ© d'Ă©coute ;
  • Rigueur, organisation et excellente gestion des prioritĂ©s ;
  • RĂ©activitĂ©, persĂ©vĂ©rance et esprit d'analyse ;
  • Excellent relationnel et forte orientation satisfaction client
Career advice powered by Taf4All

Your safety comes first — read before you go

Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

  • •Never pay any amount of money — for a file, a training, a uniform, or an interview. A real employer never asks the candidate to pay.
  • •Never send a photo of your ID card, passport, or banking details before you have physically verified the employer exists.
  • •Always meet in a public place, during the day — never an isolated address, a private home, or a location you cannot verify in advance.
  • •Tell a relative or friend exactly where you are going, with whom, and at what time — and share your live location if possible.
  • •Search the company name online before going: a real business has a trace (website, reviews, other employees, an official address).
  • •A salary that is far above the market rate for the position and the city is a red flag — be extra cautious.

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