Head, Customer Service at Health Plus Limited

HealthPlus Limited - Our sister company, CasaBella Beauty, is a one-stop store for beauty and grooming solutions for men and women. CasaBella International was incorporated in 2008 and became the exclusive distributor for Revlon in Nigeria. The first CasaBella store opened in Lagos in 2010 and today, CasaBella Beauty is the fastest-growing retailer of beauty supplies in West Africa.

We are recruiting to fill the position below:

Job Title: Head, Customer Service

Reference #: HP/CS/HCSU/10
Location: Lagos, Nigeria
Contract Type: Permanent

Job Functions

• Banking,Call Centre,Client Services,Communications,Data Management,Operator,Public Relations,Quality Control,Sales,Social Media,Strategic Communication

Industries:

• Call Centre & Helpdesk,Consulting Services,Ecommerce,ICT - Information & Communications Technology,Retail,Wholesale

Specification

• Partner with the management team to align customer service department policies and systems with the company's objectives
• Act as the “Voice of the Customer” within the organisation
• Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department
• Provide feedback to management regarding service failures or customer concerns
• Oversee customer issues and ensures effective resolution
• Ensure professional responses are given (within pre-agreed SLAs) to all enquirers, requests or complaints received from customers
• Improve First Call Resolution, Average Handling Times and other contact center metrics
• Continually develop self and stay abreast of customer service trends
• Coach Customer Service Team in order to achieve high performance
• Develop training plan for the department
• Perform other related duties as assigned

Requirements

• Bachelor's Degree in any technical field
• Master's Degree in a related field is an added advantage
• 12 years experience in a structured organisation, covering a range of service functional areas, 6 years of which must be in a managerial capacity
• Leadership, managerial and team building skills
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• Awareness of industry’s customer service trends
• Strong client-facing and communication skills (i.e. Active listening, understanding, speaking/writing)
• Excellent customer service orientation
• Professional membership with CICRM or a related professional body is an added advantage
• Advanced troubleshooting and multi-tasking skills
• Planning & organisational Skill
• Good problem solving and decision making skills
• Excellent verbal and written communication skills
• Ability to influence and show empathy
• Strong negotiation skills
• High standard of attention to detail
• Advanced Knowledge of Microsoft Office Suite like Word, Outlook, and Excel

Salary
Market Related.

Application Closing Date
31st October, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online