MOHAMED HASSAN OSMAN

Regional Customer Service and Documentation ManagerFull Time

• Job Details:Provide excellent customer service and to promote this idea throughout the organization, keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. • Managing customer service department for West Africa locations / agencies. • Setup KPIS for Cs managers and other team members. • Following daily activities and insure running business smoothly. • Creating department manual and setup SOP “standard operating procedures”. • Enhance local systems and create supportive tools to facilitate business. • Managing budget collections. • Drive process best practice and improvement initiatives as necessary. • Coach, challenge and support direct reports, drive passion and engagement to attract and retain the right talents. • Strive towards productivity improvements, rationalization, innovation and teamwork. • Ensure efficient and proactive communication to customers (vessels arrival, procedures…); promptly keep them informed about changes which will impact them and answer any questions related to these changes • Support commercial strategy by investigating lost volumes and potential new business. • Actively sell trucking to customers and retain maximum market share in that area. • Monitor and follow up reports on performance of the customer service activity. • Constantly review the department and activities with the objective of optimizing best customer service delivery. • Receive and analyses weekly reports and hold performance reviews allowing issues to be addressed timely and decisively. • Receive and handle customer complaints. • Identify, investigate and address service failures. • Monitoring team performance by mid and final year performance measurement plan “PMP” • Being involved in staff recruitment and appraisals. • Training staff to deliver a high standard of customer service.