Job Summary

The African Talent Company seeks qualified candidates to fill this role for one of her clients in Nigeria

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 7 years

Job Description

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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