Customer Service Manager at DynamicPlus Advisory

DynamicPlus Advisory is a professional consultancy that provides strategic and cost effective business solutions to start-ups as well as small and medium sized businesses by Studying their businesses, understanding their individual needs, and providing them with the necessary customized solutions to their Human Resources needs.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Job Description

• In charge of creating scripts to provide support to clients through phone calls, emails and online chat;
• Drive initiative to improve day to day customer service processes;
• Constant evaluation and analysis of systems i.e. chat service to ensure it is maximized;
• Utilize customer service and web technologies to increase customer satisfaction;
• Maintain accurate records and documents on all customer service activities and discussions;
• Develop customer satisfaction goals and coordinate the team to meet them on a steady basis;
• Assess service statistics and prepare detailed reports
• Provide help and advice to clients on the Company’s services;
• Develop and implement customer service procedures, policies and standards for the Company;
• Create and implement a monthly reward system for outstanding junior colleagues in the department;
• Communicate courteously with clients by telephone and email;
• Investigate and resolve customers' challenges, which may be complex or long-standing problems;
• Responsible for consistent after sales follow up with all registered clients to ensure optimal client satisfaction;
• Work with Customer Service Officers and other relevant departments to ensure delivery of high customer service standard across board;
• Responsible for developing and maintaining a database of clients to send good wishes from the Company on special days;
• Analyze data gathered to determine the level of customer service being provided by client-interfacing staff;
• Render weekly customer services activity and monthly analysis reports to the Director of Operations and other relevant managers;
• Meet regularly with other managers to discuss possible improvements to the customer service culture of the Company;
• Any other duties required by management.

Requirements

• A Bachelor's Degree in a relevant field from a reputable tertiary institution
• Minimum 4 years’ experience in similar role with at least 2 years in an ecommerce environment
• Professional certification in Customer Relations is a plus

Application Closing Date
25th September, 2019.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] and [email protected] using the Job Title as the subject of the mail.