Job Description:
    Improve customer service experience, create engaged
customers and facilitate organic growth
    Take ownership of customers issues and follow
problems through to resolution
    Analyzing statistics or other data to determine the
level of customer service the organization is providing.
    Writing reports, analyzing the customer service
that the organization provides
    Recruit, mentor and develop employees through
encouragement and empowerment
    Keep ahead of industry’s developments and
apply best practices to areas of improvement
    Control resources and utilize assets to achieve
qualitative and quantitative targets
    Adhere to and manage the approved budget
    Achieves customer service objectives by
contributing customer service information and recommendations to strategic
plans and reviews; preparing and completing action plans; implementing
production, productivity, quality, and customer-service standards;
resolving problems; completing audits; identifying customer service trends;
determining system improvements; implementing change.
    Set a clear mission and deploy strategies focused
towards that mission
    Develop service procedures, policies and standards
    Keep accurate records and document customer service
actions and discussions
    Analyze statistics and compile accurate reports
    Maintain an orderly workflow according to
    Minimum of Bachelor’s Degree in related field
    Minimum 10-12 years’ work experience in a
similar position or role.
    Strong client-facing and communication skills
    Advanced troubleshooting and multi-tasking skills
    Customer service orientation
    Must reside in Lagos
    Excellent knowledge of management methods and
    Proficiency in English
    Working knowledge of customer service software,
databases, and tools
    Ability to think strategically and to lead

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