The Oil Marketing Industry is a dynamic one; it is ever changing and fiercely competitive with stringent regulations from the industry

regulator, the NPA. As such the need to grow gain competitive advantage by growing customer base and loyalty is now critical more

than ever. Therefore, the need to provide positive customer experience is of paramount importance. The customer service center aims at achieving

synergy between the other units in the organisation in a seamless manner. The environment is multi-tasking one that

requires the highest display of professionalism and involves continuous interaction with high number of customers both on phone and

face-to-face.

Activités

• Ensure compliance at all levels in area of jurisdiction (Health, Safety, Environment and Quality (HSEQ), Ethics, Fraud prevention, etc.) ensuring

adherence to organization procedures, policies and systems. To always work safely by complying with all HSEQ rules including Golden Rules.

• Report near misses promptly and use STOP card when necessary.
  • Prioritize customer satisfaction by meeting order placement and processing deadlines.
• Consider environmentally friendly practices in your responsibilities, such as minimizing paper usage
• Achieve and ensure team achievement of goals and results assigned to Customer Service unit.
  • Maintain professional and strong working relationships with existing and potential customers.
  • Responsible for e-Fuel and e-Lub order portals.
  • Responsible for processing customer orders in respect of all products.
  • Verify that prices of products on orders are accurate before completing an order.
  • Responsible for generating proforma invoices based on customers’ requests.
  • Ensure invoicing of Mines and Marine consignment orders on monthly basis.
  • Responsible for generating credit notes for products returned.
  • Responsible for processing free of charge orders (own use)
  • Handles inbound and outbound telephone calls and responds to emails from customers.
  • Responsible for updating users in ‘ Follow My Order’ (FMO)
  • Provides information/feedback to customers with regards to general and product inquiries.
  • Records details of enquiries, feedback, complaints and actions taken on SALSA and works with Grievance Officer on the resolution of complaints.
  • General support to the unit.

Profil du candidat

HND or degree in Marketing, Administration, Social Science or its equivalent with 3 years of working experience.