Customer Engagement Officer at Genesis Cinemas

The Genesis Cinemas Brand and company was launched into the Nigerian market in the year 2008, in Lagos. By the month of December 2011, the company had served over 15 million customers. Since then, Genesis Cinemas has grown to 12 cinemas with over 45 screens and over 5000 seats. Genesis Cinemas has cinemas located in Lagos, Port-Harcourt, Warri, Owerri, Abuja and Asaba. Our strategy to continue to grow in all major cities of the country will have us opening in more locations in the years to come.

We are a major brand in the strategic Lagos market, with our current Lekki location situated at the most popular shopping mall in the country with over 800 parking spaces, housing some of the most prestigious Nigerian and international retail brands. Genesis Cinemas Lagos was the first cinema in West Africa to show a 3D movie (Green Hornet) in February, 2011.

We are recruiting to fill the position below:

Job Title: Customer Engagement Officer

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Overview

• We are hiring a passionate Customer Service Personnel to help us interface with our customers.

Responsibilities

• Assisting customers to implement and access company services.
• Scheduling and preparing quarterly reviews to set objectives and identify shortfalls in customer engagement.
• Maintain updated call / Email / Live Chat template for new staff and oversee training.
• Overall supervision and control of the customer engagement department.
• Resolving customer complaints and issues promptly.
• Collaborating with the marketing and sales departments to brainstorm new campaigns and business ideas.
• Providing advice and guidance on how to improve customer engagement and develop lasting relationships.
• Answering all customers' questions and transferring them to the appropriate source for more detailed information.
• Maintain updated financial information (budget) for the department
• Maintain updated weekly, monthly, and annual activity report for the department
• Liaise with location business managers / marketing business development department for monthly newsletters.
• Liaise with marketing and business development department for bulk SMS marketing.
• Maintain updated monthly customer segmentation, report and discuss findings
• Maintain updated call / Email / Live Chat template for new staff and oversee training.
• Liaise with location business manager for quarterly customer survey

Qualifications

• B.Sc / HND in any discipline with 2-4 years work experience.
• Experience as a Customer Care specialist or similar role
• Proficiency in the use of the Microsoft office Suite.
• Exhibits the ability to prioritize tasks and complete them in a high-pressure environment.
• Key analytical and problem-solving skills.
• Proficient computer skills with the ability to learn new software.
• Good working knowledge of several customer interaction platforms (eGain, Hootsuite, Sprout social etc.)
• Excellent writing skills with competence in drafting responses, communiques, and feedback.
• Excellent conflict management skills.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to: jobs@gdcinemas.com with the Job Title as the subject of the email.