Head, Service Management at a Leading Multinational Company

We are a leading Multi-national Company with interest in Telecommunications, Real Estate, Oil and Gas among others. We are in the process of launching our Customer Experience Centers in four major cities in Nigeria. The cities will bring the latest and greatest of ICT innovations that power the digital world to our customers. The centres are designed to showcase technologies and experiences that customers can preview before they buy and will also provide customers very exciting experience about our current products and services while showcasing the possibilities of what the future brings in the world of information and communications.

We desire to engage highly competent, talented and self-motivated individuals with excellent customer service orientation, backed with strong ICT skills to fill the position below:

Job Title: Head, Service Management

Ref: HSM
Location: Nigeria

Responsibilities

• Manage the Service Management team for all Experience Centers.
• Responsible for all SLAs ownership & their defense within the business.
• Represent the customer interest into the Organization.
• Responsible for the e2e (End - to - End) customer experience.
• Responsible for the design and management of customer interaction to meet and exceed expectation
• Handle all the service issues escalations related to customers.

Qualifications

• Relevant University Degree in Economics, Marketing or Business related discipline is preferred.
• Relevant post graduate or professional qualification will be an added advantage.

Experience:

• Minimum of 12 years in service delivery and customer service
• Customer service, negotiating and influencing, analysis and decision-making, and management skills.
• Areas of knowledge: the business environment product knowledge and financial awareness Good experience in e-2-e (End to End) customer, technical upgrades and upsell management.

Remuneration

• The position attracts competitive remuneration

Application Closing Date
29th September, 2020.

Method of Application
Interested and qualified candidates should send their CV with a scanned passport photograph to: [email protected] using the "Reference" as the subject of the email.