Customer Care Manager at Lekki Freeport Terminal

Lekki Freeport Terminal (LFT) operates the container terminal at Lekki Deep Sea Port, Nigeria’s first deep-sea port and a major maritime gateway in West Africa. Located within the Lagos Free Zone in Ibeju-Lekki, the terminal is designed to connect global trade to Nigeria through efficient and sustainable operations.

The facility leverages advanced automation, digital systems, and modern ship-to-shore infrastructure to support cargo handling from vessel arrival through to final delivery. With a deep-water draft of up to 16.5 meters, the terminal can accommodate large vessels and manage significant cargo volumes, contributing to reduced logistics costs and easing congestion along the Lagos corridor.

LFT integrates modern equipment, data-driven processes, and innovative practices to deliver reliable, safe, and efficient cargo flow for shipping lines and shippers.

Job Purpose

• The Customer Care Manager is responsible for leading and managing customer experience across the organization.
• The role involves proactively overseeing the end-to-end cargo release process, ensuring compliance with company procedures and timely delivery of cargo to customers.
• It also requires maintaining clear communication with customers, especially in situations involving delays or deviations from expected service delivery.

Major Job Responsibilities

• Manage team productivity in line with customer service requirements.
• Coach and develop direct reports, with strong emphasis on engagement and performance.
• Identify and implement continuous improvement initiatives for customer service and stakeholder interactions.
• Collaborate with internal departments to enhance customer touchpoints and overall experience.
• Take ownership of customer service processes, including booking coordination, cargo examination, release, deliveries, loadings, invoicing, payments, and documentation.
• Monitor service delivery and report any service failures to the Chief Commercial Officer.
• Ensure timely handling of customer requests by the customer service team.
• Build and maintain strong relationships with assigned customers, gaining a clear understanding of their business needs and service expectations through regular interaction.

Education:

• Bachelor’s Degree, preferably in a Commercial field.
• 1 to 3 years of experience (experience in a terminal environment is an added advantage).

Experience & Knowledge:

• Good understanding of the industry and current market conditions.
• Strong verbal, written, and presentation communication skills.

Skills:

• Problem-solving ability with a structured approach.
• Experience working with multiple communication methods.
• Demonstrated commitment to high standards of customer service delivery.
• Strong organizational skills with the ability to manage and prioritize workload effectively.
• Active listening and interpersonal communication skills.
• Ability to collaborate across different functions and adapt when working with teams.
• Capacity to maintain high energy and performance levels in daily operations.
• Ability to work effectively in a fast-paced environment.
• Team-oriented, collaborative, and enthusiastic mindset.
• Sound judgment and discretion in decision-making.
• Ability to handle confidential company information responsibly.
• Strong stakeholder management skills, both internally and externally.

Interested and qualified candidates should visit the official application portal by clicking the apply button below.