Customer Service Manager at Nicole Sinclair Consulting

Posted on Mon 10th Sep, 2018 - hotnigerianjobs.com --- (0 comments)

Nicole Sinclair Consulting - Our client, one of the foremost gaming companies in Nigeria, is currently recruiting suitably qualified candidates for immediate employment into the position below:

Job Title: Customer Service Manager

Loaction: Lagos

Job Description

The customer service manager is responsible to lead, motivate and supervise our Team of dedicated Customer Care Associates to ensure provision of superior customer service/support which enables customer satisfaction and fosters positive relationships with our clients and cusomers .
He/She will schedule agents, resolve emergency issues, provide training for new employees, and will handle service issues beyond agent capability to ensure superior customer experience.

Responsibilities & Duties

Use technical knowledge of organization's products or services to Champion the provision of superior customer service/support
Lead and supervise a team of customer service staff ensuring each staff delivers superior standard of customer service
Ensure timely resolutions of All customer problems including complex customers' problems which may be passed on by customer service assistants
Update and maintain accurate data on performance of the Unit and continuously improve customer service procedures, policies and standards for your unit
Always keep abreast of developments in customer service.
Always ensure optimum planning and scheduling to enable appropriate customer service support provision
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes.
Address and resolve team and customer conflicts and maintain a professional workspace and workflow
Set and maintain customer service procedures and policies towards continuous improvement of service
Generate sales from training agents to up-sell and cross-sell and continuous evaluate performance
Maintaining accurate records and monitor expenses
Team welfare

Competency/Skill/Requirements
Essential:

Minimum of 8 years’ experience in Customer Service
5-year supervisory experience in Customer service
B.Sc in Business Admin or related/relevant field
Professional qualifications in Customer Service/experience

Desirable:

Professional qualifications in Customer Service/experience
Telecoms or fMCG experience

Work Experience And Skills

Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence
Ability to translate your skills to others through mentoring and training

Desirable:

Public Speaking Experience

Personal qualities & behavioural Traits
Essential:

Attention to details
Excellent communication both written and oral
Strong interpersonal and team leadership skills
Team Player/Collaborative skills
Strong Leadership & Analytical skills
Ability to handle multiple priorities and complete tasks/projects according to plan

Application Clsoing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

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