Call Centre/Customer Care Manager vacancy at Lase Consulting Ltd

Lase Consulting Ltd is recruiting.
We are leading and fast-expanding IT products retail store, with more than 15 outlets in 7 States of the Federation.
Our vision is to be the No.1 IT retail store in West Africa by 2012.

We owe our success over the years to the innovation, dedication and commitment of our employees. Our recruitent exercise, therefore, always seeks to capture ONLY the best candidates who are able and willing to make meaningful contributions in the Company's pursuit of its strategic objectives financial goals.

Our system rewards excellence and we expect each employee to be a Champion in whatever role they are assigned. We have no place for "salary earners", instead, we are seeking for strategic alliance with results-driven individuals, who are willing to create value and be adequately compensated for doing so. If you can keep up with our challange, then we would be glad to welcom you aboard our "Elite" team.

Vacancies currently exist in our company for the position of:

Job Title: Call Centre/Customer Care Manager (CCM)

Department/Division/Unit: Customer Care
Location: Lagos
Reports To: GM

Job Objective:
The Candidate selected for this position will lead the Call Centre/Telemarketing team in the achievement of their functional objectives. The selected candidate will also be expected to draft/modify the Company’s Customer Charter and create appropriate policies which will aid the successful implementation of the charter. (S)he will be responsible for helping all staff understand how Customer service is embedded in their various roles by organizing in-house training sessions for all departments. The Customer Care Manager is to be the voice of the customer inside the company and (s)he will be expected to ensure that employees comply with the Company’s policies regarding customer relations.

Duties & Responsibilities:
The successful candidate will be required to:

General Duties
- Oversee the activities of the CCT team on a day-to-day basis and evaluate the performance and effectiveness of the team
- Monitor the effectiveness of working procedures and ensure that these are met by all staff.
- Ensure procedures are regularly reviewed and updated as required.
- Plan, monitor and co-ordinate workflow and manage staff absence in the CCT department.
- Be able to forecast the needs/challenges that the CCT team face, (e.g. additional call-volumes expected, complex queries etc), and be able to make recommendations accordingly
- Identify training and development needs of the staff to ensure high levels of competence and arrange for such training to be carried out and recorded
- Adhere to the appraisal process and provide regular periodic performance feedback to employees in the CCT department.
- Define and implement a reasonable minimum response time for all orders/enquiries/complaints
- Train members of the CCT team on new products or line of services
- Keep a record of all enquiries/orders placed through the CCT department in order to ensure order-fulfillment
- Liaise with other departments and ensure that the CCT team has substantial information necessary for them to effectively deal with customers’ enquiries
- Effectively manage all escalated cases by members of the CCT team
- Motivate the CCT team to achieve their set targets
- Increase volume of sales order through the CCT unit
- Ensure that all feedback portals (e.g. e-mail addresses, chat-sites, telephone lines), are functioning properly.
- Develop a Customer Service training manual for all Store Sales personnel
- Develop Telemarketing training manuals for staff in the CCT unit

Competencies:
- Professionalism
- Managing performance
- Planning and organizing
- Judgment/Decision-making
- Communications
- Teamwork

Key Performance Indicators:
- Cost savings generated per period
- Increase in volume of Sales Order through the CCT department
- % of Satisfied Customers

Person Specification:

Education Qualification:
First Degree in Management, Business Administration or other relevant field. A post-graduate degree in Management will be an added advantage

Experience
Minimum 3 years practical experience as Customer Service Manager

How To Apply
Forward applications for this role to: [email protected]

Application Deadline: 24th August, 2010