Head of Customer Service at Fracht Group

ROLE OVERVIEW

• The Head of Customer Service will be responsible for planning, executing, supervising, and leading all customer service activities at our Mombasa branchThis role requires a proactive leader with strong problem-solving skills, a customer-centric mindset, and a strategic approach to service excellence.

KEY RESPONSIBILITIES

• Oversee and manage all customer service activities to ensure seamless operations.
• Develop and implement customer service strategies to enhance client satisfaction.
• Handle complex customer inquiries and complaints, ensuring swift resolution.
• Lead, mentor, and train the customer service team to maintain high service standards.
• Monitor and report on customer service performance, providing insights to management.
• Ensure efficient coordination between customers, operations, and commercial teams.
• Supervise customs brokerage and ensure timely cargo clearance and delivery.
• Oversee cash handling, invoicing, and financial accountability for the section.
• Establish and maintain strong relationships with clients, partner offices, and service providers.
• Manage export operations and ensure compliance with industry regulations.

QUALIFICATIONS & EXPERIENCE

• Bachelor's Degree in Business Administration, Management, or a related field.
• Diploma in Customs Clearing & Forwarding.
• Certificate in Customer Care.
• NICER
• Minimum of 5 years' experience in a reputable clearing and forwarding firm

KEY SKILLS & COMPETENCIES

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Proficiency in customer service and logistics operations.