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Customer Service Management: Office Management: Human Resource & Administration: Documentation & Reporting: Coordination & Communication:
Customer Service & Operations Manager (Office Management, HR & Administration)
Employer: Logiskills Transit Services
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 1 month ago
Deadline: Submission date is over
Job Summary:
The Customer Service & Operations Manager will be responsible for ensuring the smooth and effective operation of customer service, office management, administrative functions, and human resource-related activities. The role will also involve supervising day-to-day operations to enhance customer satisfaction, support internal processes, and optimize the productivity of the team. The successful candidate will be a proactive problem-solver, a strong communicator, and someone who can manage multiple responsibilities simultaneously.
Key Responsibilities:
- Act as the primary point of contact for clients, addressing inquiries, and concerns, and ensuring prompt resolution of issues.
- Develop and implement customer service policies and procedures to maintain high standards of client satisfaction.
- Coordinate with internal teams (customs, freight forwarding, warehousing, etc.) to ensure timely and accurate services for customers.
- Monitor customer feedback and analyze trends to identify areas for improvement in service delivery.
- Maintain strong relationships with key customers and partners in Ethiopia and Djibouti.
- Oversee and streamline daily office operations to ensure efficient workflow across all departments.
- Manage office supplies, equipment, and facilities to ensure a safe and productive work environment.
- Coordinate office schedules, meetings, and logistics-related tasks for senior management and staff.
- Supervise administrative assistants and office support staff to ensure smooth operations.
- Manage the recruitment, onboarding, and training of new employees for various departments.
- Maintain employee records and ensure compliance with Ethiopian and Djiboutian labor laws and company policies.
- Oversee payroll, employee benefits, and leave management.
- Address employee concerns and provide support to foster a positive and productive work environment.
- Develop and enforce company policies related to employee performance, conduct, and professional development.
- Maintain accurate and up-to-date records of customer service interactions, shipments, customs documentation, and employee files.
- Prepare periodic reports for senior management on customer satisfaction, office performance, and HR-related metrics.
- Ensure proper filing and documentation systems for efficient access and retrieval of information.
- Coordinate between departments to ensure that all client orders and requests are fulfilled in a timely manner.
- Communicate with customs authorities, suppliers, and logistics partners to ensure smooth handling of shipments.
- Handle both external and internal communications, ensuring clarity, accuracy, and timely responses.
- Provide feedback and insights from customer interactions to management to improve service offerings.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Logistics, Human Resources, or a related field.
- Experience:
- At least 3-5 years of experience in customer service, office management, or human resources in a logistics-related field.
- Strong knowledge of the logistics industry, including customs clearance, freight forwarding, and transportation.
- Familiarity with the logistics regulations and procedures in both Ethiopia and Djibouti is highly preferred.
- Skills:
- Excellent communication skills (written and verbal).
- Strong organizational and multitasking abilities.
- Proficient in Microsoft Office Suite and other relevant software.
- Ability to manage staff and foster a positive working environment.
- Customer-focused mindset with a proactive approach to resolving issues.
- Knowledge of HR practices, labor laws, and payroll management is a plus.
- Languages:
- Proficiency in English and Amharic.
Preferred Qualifications:
- Experience in managing customer service for international logistics companies.
- Familiarity with human resources management software.
- Previous experience working in cross-border logistics between Ethiopia and Djibouti.
View All Vacancies at Logiskills Transit Services
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