Customer Service Manager Jobs Vacancy Nigeria 2019
Employment Opportunity Nigeria: Customer Service Manager Jobs Vacancy Nigeria 2019

 

Purpose of Job

To assure:

Prompt and correct response to all enquiries

Alignment of customer service to the company’s SOP

Accomplish the targets (operational and budget)

World Class Service to all our Consultants

Accomplishment of promises and commitments to our consultants

Continuity of the business

To generate

Strong KPI for all service agents

Efficiency and effectiveness of subordinates

Cost savings

Customer loyalty trough a world class service

Customer service development

Candidate Profile

Qualifications/ Competencies required

30-40 years

Previous experience in Call Center, Customer Service and Retails Sales ( > 7 years).

Experience from a multinational company is a plus.

Service attitude

University Degree in Engineering, Administration or Business.

“Hands on” with helicopter perspective and knowledge in all areas

Strong Leader – manage employees in multiple locations

Very good analytical and capacity planning skills

English spoken, written and read

Fast moving consumer goods experience

Very organized, structured and detailed seeking efficiency opportunities

Process oriented

Strong project leader

Very good interpersonal, motivational and management skills

Good negotiation skills

Good report writing skills

Good knowledge of Excel and powerpoint in particular and systems in general

Able to cope with stress.

Personal characteristics

Positive attitude and behavior

Dynamic, strong and practical leader with entrepreneurial and commercial orientation

The ability to lead people and foster productive teamwork

Good strategic thinker with necessary analytical competence

An extrovert with strong communication skills capable of motivating people in a rapidly changing environment

Strong drive and a positive “down-to-earth” attitude

Sound personal judgment and ability to handle big responsibilities under freedom

Highly dedicated in achieving results

Strong willingness to learn and develop

Eagerness to take on new responsibilities

A proactive approach to improving business

Encounter curiosity, innovation, creativity – and the ability to apply them to achieving measurable results

Adaptability and easiness to adjust to changes and new environments

Work well under pressure

Skills in negotiating with suppliers.

Organized, well-structured and good at doing many things and at the same time meeting deadlines.

Customer service and Call center Management

Customer Service Staff recruitment.

Set Daily, Weekly and Monthly KPI for all Customer service agents

Develop future service vision and strategy.

Implement agreed vision, strategy and agreed projects.

Implement agreed regional incidents and claims processes.

Secure agreed on service levels.

Make sure that there are efficient and formalized procedures in place, including a good coordination between all departments involved in the claim process, that guarantee that each claim is solved within the established time frames.

Make sure that all customer service activities are aligned with the Company’s regional and global office direction.

Make sure that the area has all the physical installations required in order to guarantee an optimal service level (claims IT support, etc).

Assure the existence of an efficient In- and Out-flow of information vs. other functions and departments.

Assure an optimal level of staffing aiming at improved service levels in parallel with increased productivity.

Assure that all employees are properly trained and fit the required profile when it comes to for example an appropriate language and voice, etc.

Make sure that the quality of the service offered and related KPIs are monitored and achieved on continuous basis.

Monitor the quality of in- and outbound calls by randomly listen to calls.

Develop future business center service vision and strategy.

Implement agreed vision, strategy and agreed projects.

Propose, support and implement actions to increase sales (i.e. outbound calls actions).

Secure that agreed service levels are met.

Align national business center procedures and layout.

Ensure good service, good first impression and resolve all claims quickly.

Make sure that there are efficient and formalized procedures in place that guarantee optimal service levels at an optimal use of existing resources.

Assure an adequate level of the physical installations in each center from a service and an operational as well as a corporate image point of view.

Assure the existence of an efficient in- and out-flow of information vs. other functions and departments (for example with regards to OOS).

Assure an optimal level of staffing aiming at improved service levels in parallel with increased productivity with especial focus on the month-end.

Assure that all employees are properly trained and fit the required operator profile when it comes to for example an adequate personal presentation, service orientation, etc.

Make sure that the quality of the service offered and related KPIs are monitored and achieved on continuous basis.

Make sure that the Pick & Pack operation of the Service center complies with the general standards.

Make sure that all inventory movements are registered in and that physical inventory counts are done according to established procedures for all products issued to Customer service.

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