CUSTOMER SERVICE MANAGERS
Location: Lagos
Industry: Service
Job Summary:
To effectively plan, coordinate, supervise, organize and direct the day-to-day operations and activities of the departmental staff in such a way that the staff are optimally utilized to meet and satisfy the needs and expectations of the customers.
Job Description:
• Effective and efficient management of the staff and technical resources of the unit
• Follow-up, entering questions, suggestions and complaints into systems to generate needed information/feedback for upper management decision making
• Make changes to streamline existing tools and systems to upgrade customer service (policy and procedure changes needed to solve major problems)
• Ensure effective workflow amongst the units in the department
• Effectively and efficiently coordinate the activities of the staff in the department for higher productivity
• Ensure that the sales reconciliation are done effectively
• Prepare reports and forecasts of daily sales and submit to Line Manager
• Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by subordinates
• Handle customer complaints or any customer related incidents
• Develop feedback or complaints procedures for customers to use
• Develop customer service procedures, policies and standards
• Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency
• Provide truly professional customer service to achieve a high level of customer satisfaction and retention
• Implement cross-selling and other relationship building activities
• Develop and execute approved integrated, Business-to-Business sales/marketing programs for new customer acquisition and lead interventions towards improving quality sales opportunities.

Educational Qualification:
A Bachelor's Degree in Business Management and Administration, Sales, Marketing, or related field.
Experience, Skills and Competencies:
Experience
• Candidates MUST possess 10 years and above customer service experience
• Minimum of 6 years of increasingly responsible experience as a Manager/Senior Manager in a service company
• Demonstrated ability to achieve results against goals, on time and on budget while juggling multiple projects and deadlines
• Experience in managing marketing campaigns that vary in scope and complexity is desirable
• Previous experience working on or collaborating with a highly driven sales team is desirable
Competencies and Skills
• Communications - Excellent written and oral communication skills supported by a strong analytical and problem solving ability
• Strong strategic marketing and analytics experience demonstrating a proven track record of translating market and customer insight into executable action plans
• Proven expertise in forecasting and statistical analysis
• Superior computing skills, including advanced proficiency in both MS Excel and PowerPoint.
• Ability to adapt to fast pace changing environment
• Ability to multi-task handle multiple priorities while successfully meeting deadlines
• Superior organization and self-motivating skill
• Strong Interpersonal skills
• Networking ability
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from internal and external customers, clients, and the general public

Remuneration: Attractive package

How to apply:
Interested and qualified candidates should send their application and CV to hrjobplacement2015@gmail.com using the position applied for as the subject of the message.
Important note:
Candidates who do not meet ALL requirements above should not apply as only qualified candidates who meet the above requirements will be shortlisted for assessment.

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