Customer Service Manager

Responsibilities: 

• Improve customer service experience, create engaged customers, and facilitate organic growth
• Take ownership of customer's issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused toward that mission
• Develop service procedures, policies, and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of the industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements: 

• Minimum of 3 years working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases, and tools
• Awareness of the industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Multi-tasking skills
• BSc. degree in Business Administration or related field

Location: Surulere
Remuneration: NGN 200,000 - 250,000