Customer Service Manager
Edge Recruiter Nigeria Ltd.
Lagos
5d ago

To assure :

To 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 agent, Efficiency and effectiveness of subordinates, Cost savings, Customer loyalty trough a world class service, Customer service development

RESPONSIBILITIES

  • 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 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.
  • 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.
  • 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.
  • QUALIFICATIONS

  • Approximately six (6) years working experience
  • Previous experience in Call Center, Customer Service and Retails Sales.
  • 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.
  • Apply
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