Customer Care Deputy Manager
Ascentech Services Ltd
Benin City -NG
24d ago

About Us

Ascentech Services Ltd acts as a gateway to provide end to end recruitment services to Organisations Worldwide. We are a dedicated team of professional consultants offering top of the line executive recruitment and selection services.

We cater for the needs of a range of professionals seeking employment and work together to create effective solutions using our networks and strong client base.

Roles and Responsibility

The Customer Care Deputy Manager is the key to the customer care team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving.

The Customer Care Deputy Manager is responsible for managing a team of more than 30 Customer Care associates to ensure operational efficiency.

What You Will Do :

  • Performance Management : Setting and evaluating team members? performance against specific targets for speed, accuracy, efficiency, sales and quality;
  • and improving performance by increasing efficiency and maximizing productivity.

  • Team Management : Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions;
  • organizing staffing, including shift patterns and the number of staff required to meet demand.

  • Managing the daily running of the Customer Care Department : Monitoring inbound and outbound calls to improve quality, minimize errors, and track operative performance;
  • recording statistics, user rates and the performance levels of the centre and preparing reports.

  • Client Management : Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues;
  • handling the most complex customer complaints or inquiries.

    Qualification :

    BA / Bsc in Marketing, Project Management, Business Management or any related field.

    Experience : 3-4 years Customer Care experience, Customer Service or help desk support.And 5 years of management experience preferably in a call centre managing both inbound and outbound calls.

    Understanding of both English, Pidgin and local languages in order to respond to issues effectively while assuring quality to client target customer.

    Experience managing people and their performance

    Experience and / or appreciation of social impact business.

    Work experience in a highly operational role in a data-driven, customer-focused environment.

    Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.

    Proven resilience to handle the realities of on-the-ground operational challenges.

    Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.

    We particularly value experience in extreme growth situations.

    Passionate about client vision of democratizing the right for all children to succeed

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