Customer Relationship Manager at Lafarge Africa Plc

Lafarge Africa Plc is a member of the LafargeHolcim Group – the biggest building and concrete solutions company in the world. It is a publicly quoted company on the Nigerian Stock Exchange (NSE) and serves Nigeria with a wide range of building and construction solutions designed to meet housing and construction needs from small projects like individual home buildings to major construction and infrastructure projects.

We are recruiting to fill the position below:

Job Title: Customer Relationship Manager

Requisition ID:  7427
Location: Mfamosing, Cross River
Employment Type: Full Time

About the Job

• The job objective is to increase customer satisfaction and loyalty through Innovative complaint management and customer relationship.
• Leverage IT and develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities.

What you'll be doing

• Performs all tasks in a safe and efficient manner.
• Build and maintain superior relationship with customers through market visits and innovative initiatives.
• Implement customer service policies and procedures.
• Drives service excellence with a focus on achieving continuous improvement.
• Responsible for providing customer feedback to management for on-time decision making.
• Create and run campaigns to help retain customers and help to improve sales.
• Responsible for improving ratings across all Customer Service Performance Matrix e.g.CSAT, NPS, CES, etc.
• Collaborates with other units for effective service delivery.
• Handle complex and escalated customer service issues.
• Make recommendations to management to improve customer experience

Who you'll be working with:
List of direct reports:

• NA

Key interfaces, stakeholders and relationships:

• Commercial (Sales & Marketing)
• Finance
• Supply Chain (Logistics & Procurement)
• CPASD
• Transport.

Key Performance Indicators

• Customer Channel Utilization
• Innovation
• Average Speed of Issue Resolution
• CS Matrices
• Reduced Customer Churn Rate
• Retention Rate
• Revenue Assurance
• NPS
• CSAT.

What we are looking for
Level of Education required:

• Bachelor’s Degree / Higher National Diploma in any field

Specific Work experience:

• Minimum of 4 years’ experience in the Customer Service / Call Center domain, with at least 1 year managing people.
• Proficient in Microsoft Office Suite/Google Docs and CRM platforms such as Salesforce.com.
• Able to build and maintain effective working relationships to ensure business objectives and priorities are successfully supported, communicated, and executed within the Business organization.
• Must be familiar with Customer Service/Call Center matrices.
• Excellent interpersonal communication skills including a proven ability to listen and understand customers.
• Must have an innovative mindset.

Technical / Functional Skills:

• Critical Thinking and Problem-Solving Skills
• Planning and Organizing
• Communication Skills
• Persuasiveness
• Reporting Skills.

Behavioral competence:

• Integrity
• ​Dependable
• Deadline-Oriented
• Accountability.

Leadership and managerial abilities:

• Decision-Making
• People Management
• Conflict Management
• Business Negotiation
• Ownership.

Application Closing Date
Not Specified.