Customer Service Manager

The Company

We operate a free zone and port facilitating global trade with Africa.

The Role

The role is responsible for managing relationships and service delivery for tenants and operational customers within the free zone. The position ensures customers receive efficient, coordinated support across the operational services we provide, acting as the primary point of contact to resolve issues and facilitate smooth day-to-day operations.

Reporting To

· Commercial Director

Personnel reporting directly to this role:

· Customer Service Co-ordinator

Responsibilities

· Manage the day-to-day operational requirements and service requests for anchor tenants and clients within the free zone and terminal.

· Coordinate internally with facilities, operations, infrastructure, security, marine and commercial teams to resolve customer issues quickly.

· Ensure a premium client experience at every touchpoint, fostering long-term retention and satisfaction.

· Support onboarding of new tenants and customers operating within the free zone.

· Manage and track all tenant and customer service requests through a ticketing system, ensuring timely response, escalation, and resolution in coordination with relevant internal teams.

· Monitor service delivery standards and ensure issues affecting customer operations are escalated and resolved.

· Maintain strong working relationships with tenants and customers to ensure retention and long-term growth.

· Identify opportunities to promote additional services within the port and free zone environment.

· Track customer feedback and operational issues to support continuous improvement

· Cross-sell value-added services to maximize client value and promote integrated port and zone solutions.

· Address complex client challenges with innovative, solution-oriented approaches.

· Mentor, coach, and develop a high-performing, cross-functional customer service team.

Requirements

· Bachelor’s degree in business administration, Marketing, Real Estate, or a related field.

· Minimum 8 years of experience in customer service, account management, or business operations. 

· Proven track record in managing high-value client relationships

· Proven track record in managing high-value client relationships

· Experience working in logistics, ports, free zones, industrial estates or infrastructure environments is advantageous.

· Demonstrable success in achieving client satisfaction targets and managing complex operational workflows.

Skills & Competencies:

· Client-centric approach 

· Excellent communication

· Relationship-building

· Technical Proficiency

· Cross-functional collaboration

· Solution-oriented