Assistant Manager, Customer Service at Flour Mills of Nigeria Plc

Flour Mills of Nigeria Plc has been a part of the lives of Nigerians at home and abroad. Our global vision is to be a leading foods company in Africa providing high quality and affordable products in the most convenient ways to consumers through world class brands like Golden Penny Flour, Golden Penny Semovita, Goldenvita, Golden Pasta and Golden Noodles. The Company's flagship brand, Golden Penny, remains one of the best known and the preferred brands amongst bakers, confectioneries and consumers in Nigeria.

We are recruiting to fill the position below:

Job Title: Assistant Manager, Customer Service

Location: Apapa, Lagos

Purpose of the Job

• Responsible for executing the work plan and programs of call center operations in adherence to defined policies and guidelines.

The Job

• Assist in ensuring optimal utilization of CRM systems and tools in the call Centre operations.
• Lead team meetings and present reports for effective decision making to drive improvement.
• Assist in monitoring compliance to defined service levels within the call Centre.
• Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries.
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Handle customer complaints, provide appropriate solutions and alternatives within the set time limit.
• Analyze call center data and prepare management report.
• Evaluate staff effectiveness and performance annually or on an at-need basis.

Qualification and Experience

• Candidates should possess a B.Sc / HND preferably in the field of numerate Science, Business Admin, Engineering.
• 3-5 years’ relevant experience with manufacturing industry and telecom industry.

The Person Must:

• Have strong communication and interpersonal skills.
• Possess strong capacity to handle stress problem solving abilities and decision making prowess.
• Have strong leadership ability and presentation skills.
• Ability to multitask, prioritize and manage time effectively.
• Be familiar with CRM systems and packages.

Application Closing Date
Not Specified.