Description du poste
Formation / Diplômes
Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P. O. Box 1338, Kigali, Rwanda is specialised in transport and logistics AGL (Africa Global Logistics) is a leading multimodal logistics operator in Africa, with expertise across port, logistics, maritime and rail activities. The company is now part of the MSC Group, a global leader in shipping and logistics. Building on more than a century of expertise and supported by over 23, 000 employees across 50 countries, AGL provides African and international customers with comprehensive, tailor-made and innovative logistics solutions, with the ambition of contributing sustainably to Africa’s transformation. AGL also operates in Haiti, Timor-Leste and Indonesia. Would you like to embark on a rewarding experience in an international environment? Are you looking to make an impact in a company that places Africa at the heart of its ambition? Join AGL, the leading multimodal logistics operator on the African continent! JOB DESCRIPTIONAs part of the development of its Expertise Center in Kigali, AGL is establishing an innovative Customer Experience Hub combining artificial intelligence, digital conversational channels and human expertise to enhance the customer experience, streamline request handling and strengthen customer relationships across Africa. The role also includes leading the Group-wide customer satisfaction measurement and continuous customer experience improvement program. Main purpose Ensure seamless, consistent and high-performing customer experience across the Group by leading both the operations of the Customer Experience Hub and the customer satisfaction measurement and improvement framework.
Position based in Kigali, Rwanda
Responsabilités
Dual reporting line: hierarchically to the Sales & Marketing Line Manager of the AGL Expertise Center in Kigali and functionally to the HQ Marketing Director. KEY DUTIES & RESPONSIBILITIES 1. Customer Experience Hub Management
Ensure the handling of requests from customers, prospects through digital channels.
Manage escalations to subsidiaries and monitor them through resolution.
Ensure compliance with service-level agreements (SLAs).
Expérience...