Head, customer service and emergency response

Job Summary

A reputable organisation seeks to fill the above position with suitable and qualified persons.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

The Role Profile 

  • Solving problems and being willing to go the extra mile to ensure customer satisfaction, while also being responsible for the coordination of various Emergency Management activities. 

The Role 

  • Good candidates for this position are strong-willed, have the ability to make logical decisions in a high pressure environment and, seek methods for improving efficiency on a daily basis. 
  • To this end the following competencies are essential for a successful delivery: 

Essential Competencies 

  • Excellent prioritization and analytical skills. 
  • Take responsibility for the image of the company. 
  • Service Orientation - Ability to maintain a friendly and professional demeanor when interacting with customers. 
  • Ability to analyze large volumes of statistical data. 
  • A proven track record of leading and managing a large customer service team. 
  • Ability to work in a fast-paced environment with ever present deadlines. 
  • Good understanding of CRM systems and practices. 
  • Complex Problem Solving, Judgment and Decision Making 
  • Excellent verbal and written communication 

Working knowledge of all, but not limited to the following: 

  • National Incident Management System (NIMS) and Standardized Emergency 
  • Management System (SEMS) Command Structure o Safety Systems Implementation o Project Management o Software Application related 

The Key Functions 

Responsibilities will include the following: 

Customer Service 

  • Identify customer problems and provide appropriate solutions. 
  • Proactively follow up leads and reach out to understand customers’ problems. 
  • Create/update help tickets to document customer interactions. 
  • Be able to deal with escalated complex support issues. 
  • Interact with other internal departments to resolve customer issues. 
  • Provide internal feedback regarding reoccurring issues (e.g. improper packaging, internal miscommunication) that can affect customer satisfaction. 
  • Train/support other representatives within the team. 
  • Review statistical reports with vendors to identify trends and assess performance. 
  • Identify call centre improvement opportunities to increase effectiveness and efficiency. 
  • Seek feasible solutions to technical and logistical issues. 
  • Work with the technology department to troubleshoot problems and design ideal technology solutions. 
  • Develop efficient methods to staff call centre representatives based on call volume. 
  • Emergency Response Management - develop an effective emergency program and serve as the key leader in planning, coordination of operations, community liaison to build the emergency program, and supporter of mitigation efforts. 
  • Oversee the Safety Program and provide strategies and risk assessment decisions in order to minimize employee injuries, protect equipment, and meet regulatory requirements. 
  • Plan, direct and provide disaster preparedness training and prepare emergency plans and procedures for emergencies. 
  • Ensure the technical skills are mastered and lead, design and deliver technical training programs. 
  • Coordinate activities of selected Emergency Management programs as assigned. 
  • Participate in debrief meetings to evaluate the readiness of staff and the efficacy of emergency plans. 
  • Assist with the development of the budget for Emergency Management programs. 
  • Identify, recruit, select, coordinate and maintain a cadre of instructors/ recruiters/ presenters/ volunteers and resource staff to support various programs. 
  • Work with Marketing to promote Emergency Management programs to city, businesses, media, service organizations, etc. 
  • Assist in maintaining and updating communications including, e-mail lists, social media, newsletters, web site, and other external communications. 
  • Maintain documentation of Emergency Management program activities and personnel. 

Education and Qualifications Requirements 

  • University degree Education: Bachelor’s Degree is required preferably in Emergency Management, Health and Safety, Risk Management, Public Administration, Social Sciences, or related field. 
  • HSE Certification is a plus 
  • 3+ years of relevant customer service and emergency management is required. 
  • An individual with international experience will be an added advantage. 
  • Certification in related areas of training or programs is highly desirable. 

Employment Terms 

This is a full-time position, based in Lekki Phase 1, Lagos State. The salary is competitive and commensurate with qualifications and experience. 

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