Customer Service Manager at Ponpar Megatech

Ponpar Megatech is an online B2B platform that provides digital support to Nigerian companies that wants to transact business globally. We are providing solution as both B2B and B2C platform.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos
Employment Type: Full-time

Overview

• The Customer Service Manager is expected to be the "subject matter expert", from the business, operations, customer service and consumer affairs perspective.
• The ideal candidate is to expected to ensure that the online B2C / B2B customers receive the highest level of service against agreed KPI's and with the aim of meeting or exceeding customer expectations in all forms of communication.

Job Description

• Can effectively balance the importance of customer satisfaction, with business objectives
• Feedback and collaborate to make improvements to the website to aid an improved customer experience and reduce the customer contact ratio
• To be responsible for all customer complaints, acting as the escalation point for your team
• Identify and pre-empt customer issues, peaks in workload and propose resolution routes
• Awareness of the Ecommerce campaign calendar and the impact it may have to the customer support team workload
• Be an integral part of the B2C Ecommerce management team and gain a good understanding of key website measures of success and product ranging.
• Oversee the day-to-day operations of the Consumer Affairs Representatives.
• Conduct formal training sessions upon initial hire as well as ongoing refresher courses.
• Evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit.
• Report on productivity and react accordingly.
• Utilize Customer Service and web technologies to increase consumer satisfaction.
• Responsible for day-to-day administration of Live Chat tools and other web based consumer Affairs technology.

Requirements

• B.Sc Degree
• Must possess 3 - 5 years experience in online customer service or operations
• Experience of working in a start-up or B2C e-commerce
• Proven team management experience in customer services/office management
• Knowledge of ecommerce systems, content management systems, customer service software, and best practices
• Sales goal driven with a strong understanding of business drivers that will impact sales
• Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service
• Hands on experience with ecommerce, top-tier web ecommerce engines (i.e ATG, IBM, GSI, MarketLive), customer service software (i.e Instant Service, Right ) and analytics applications (i.e. Coremetrics, Alert Site, Omniture).
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously.

Application Closing Date
22nd February, 2022.