Customer Service Manager at PZ Cussons Nigeria Plc - All States

PZ Cussons Nigeria Plc is part of a large Group of multinational companies that is engaged in the manufacture and distribution of household goods. Our company brands are household names and leaders in various segments of the market. 

We are currently recruiting for the Position of:

Job Title: Customer Service Manager - All States

The Role:
The successful candidate will be required to:

• Ensure the consistent achievement of customer service levels and standards in all CoolWorld stores to enhance the brand image, growth, profitability and CoolWorld’s unique selling point (customer service).
• Lead and manage with support from Retail Managers all customer service officers in the store and provide customer service grooming for every other store staff.
• Perform quarterly staff performance evaluations on customer service skills and relationship; escalate to the business weak points, and recommend drive the implementation of corrective measures taken.
• Identify and address development needs for floor staff on customer service and also develop staff training programs and reference manuals on customer service.
• Formulate and implement customer service policies and procedures; recommend improvements in service procedures and do an annual review of service procedures.
• Determine customer service requirements through surveys, focus groups and benchmarking best practices; and analyze data to identify strategies for improvement of service, productivity and profitability.
• Resolve escalated customer service issues, establish comprehensive customer data base and coordinate focus groups and customer satisfaction surveys.
• Develop departmental budget and control costs
• Coach new recruits on CoolWorld customized customer service delivery.

The Person:
The Right candidate must

• A high energy and results-driven professional with over 5-years customer service experience in a managerial capacity.
• Retail experience is essential
• Have interpersonal skills and effective communication both verbal and written.
• Must be good on Microsoft Office – Excel & Word and CRM software.
• Have a CAN DO attitude, exhibiting our core values – COURAGE, ACCOUNTABILITY, NETWORKING, DRIVE and ONENESS.

Application Closing Date
5th April, 2013

Method of Application
Qualified and Interested candidates should
Click Here To Apply Online

Note: When the Page Opens, Select all States and Click Show Vacancies
Please note that only shortlisted candidates will be contacted.