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Head Customer Service at Global Profiler

Posted on Tue 27th Jan, 2015 - hotnigerianjobs.com --- (0 comments)


Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Head Customer Service for our client which is an E-commerce company.

We are recruiting to fill the position of:

Job Title: Head Customer Service

Ref No: Ref: 426
Location: Lagos
Category: Accounts, Finance, Tax, Audit, Treasury
Sector: Banking / Accounting / Finance

Responsibilities
  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Review and assess customer service contracts
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Direct the daily operations of the customer service team
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Analyze relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Ensure budget requirements are met
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching needs
Qualification and Experience
  • Relevant Bachelor's Degree
  • Customer Service Experience
  • Supervisory Experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in CRM systems
  • Proficiency in MS Office applications
  • Product knowledge
  • Call Centre Experience
Expectations/Skills:
  • Interest and enjoyment in working with people
  • Polite and tactful personality
  • Numerical Skills
  • Ability to plan
  • Patient
  • Able to work calmly under pressure
  • IT skills
Application Closing Date
Not Stated.

Method of Application

Interested and qualified candidates should:
Click here to apply online

  

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