Customer Service Manager at Suave Careers

Suave Careers - Our client, a reputable conglomerate company, is recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Yaba, Lagos
Employment Type: Full-time

Job Summary

• They are looking to hire a qualified candidate for the position of Customer Service Professional with vast knowledge in customer acquisition, retention and loyalty strategies, managing irate clients, and brand/client social media campaigns.
• Preferably Female

Responsibilities

• Cultivating solid relationships with clients through the provision of exceptional after-sales service.
• Creating a positive onboarding experience for all new clients.
• Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.
• Persuade customers to reconsider the rollover of their investments instead of liquidation.
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
• develop feedback or complaints procedures for customers to use
• improve customer service procedures, policies and standards for your organization or department
• Meet with other managers to discuss possible improvements to customer service
• Train your team to deliver a high standard of customer service
• lead or supervise a team of customer service staff
• Learn about your organization’s products or services and keep up to date with changes
• Keep accurate records of discussions or correspondence with customers
• To oversee the client experience (CX) team, making sure that each team member is efficient and effective in the resolution of client issues.
• To supervise the activities of the client experience team to ensure their interaction with clients reflects positively on the company.
• Expected to monitor the activities of the client service team to ensure compliance with acceptable standards of client service.
• Conduct studies and research to discover new techniques necessary for improving client experience.
• Organize training programs for client experience representatives in order to update their job knowledge and enhance their skills.
• Source for new business prospects and follow up on referrals from existing clients.
• Ensure that all records of all existing and potential clients are properly maintained and updated.
• Ensure timely communication of information regarding investments to both client and management.
• Ensure effective and timely communication of information to both client and management on any pre-liquidation and post-liquidation of investment.
• Ensure that client inquiries are responded to in a timely and professional manner.
• Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.
• Draft client service agreement providing details on the scope of service and compensation.
• Provide accurate, valid and complete by using the right methods/tools
• Keep records of customer interactions, process customer accounts and file documents.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements and skills

• BSc / BA in Business Administration, Marketing or a related field
• Required experience of 3-5 years as a Client Relations Manager or Relationship Manager
• Proven track record of meeting and exceeding targets
• Background in the customer service industry
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• Excellent interpersonal skills.
• Ability to network and build business relationships.

Application Closing Date
31st August, 2022.