Open Roles at Q-Sourcing Servtec Group

Job Summary:

• To provide exceptional customer support across multiple channels (tickets, calls), resolve inquiries, and gather feedback through call data, ensuring a positive customer experience and contributing to company growth.

Key duties and responsibilities:

• Manage inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Work on customer tickets resolving both escalated and created tasks
• Keep records of all conversations in our call centre database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Identify and escalate priority issues and concerns to management
• Assist customers in after-sale services through surveys, customer call-ins, and other follow-ups as assigned
• Escalate to third parties for customer support and resolution of repairs, accidents and insurance
• Handle emergency issues raised by customers on road traffic accidents, evacuations and rescues and escalate as per process
• Support in thermal incidences and escalate to management
• Support in issues related to driving training, logbooks and number plates and escalate as appropriate
• Receive and escalate customer documentation related to incidences and accidents
• Attend in-person trainings on product, system and process escalations
• Propose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting
• Assist in any other customer support tasks as requested by the supervisor

Experience/Skills Required

• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Track your own work daily and compare to benchmarks
• Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.

go to method of application »

Job Summary:

• The Customs Entry Clerk is responsible for processing and managing the documentation necessary for customs clearance. The Customs Entry Clerk will be the expert on customs in-country and would be custodian for driving compliance with the relevant regulations in-country. This role serves as a link between the Operations Controllers and various customs regulatory bodies in-country. 

Key duties and responsibilities:

• Accurately frame entries and apply correct tariff classifications based on commodity nature and destination
• Audit all commodity invoices and supporting documents against customs and statutory requirements to ensure relevant tariffs are applied
• Prepare and submit import and export declarations, coordinating with regulatory authorities and Operations Controllers for timely submission
• Register customs declarations on systems such as Ayscuda
• Maintain organized tracking lists of customs transactions and arrange duty payments
• Engage with the Tender and Estimates desk on duty and tax estimates to help develop competitive proposals for prospective customers
• Offer guidance to Operations Controllers on pre-declaration risks and co-create solutions to potential challenges
• Act as the subject matter expert for customs-related queries alongside the Operations Controller
• Liaise between revenue authorities and the business on behalf of customers to avoid undue penalties
• Complete Import Declaration Forms in accordance with signed Service Level Agreements
• Handover documents to runners for submission to customs authorities
• Engage with customs officials to defend declarations at the revenue desk to avoid undue penalties
• Ensure customs license is renewed
• Remain abreast of new developments in Harmonized System codes, trade controls, and trade agreements to maintain compliance with revenue regulations

QUALIFICATIONS 

• Diploma in logistics, supply chain or equivalent  
• Registration to declare goods on the customs system. 

EXPERIENCE  

• Minimum 3-5 years of experience in customs  

SKILLS 

• Ability to remain calm in a high-pressure environment  
• Excellent accuracy and attention to detail  
• Ability to communicate effectively with customs authorities, customers and internal stakeholders.  
• Proven ability to multitask and ensure effective delivery of the priorities to meet targets and objectives 
• Decision making and problem-solving skills