Kranite Nigeria Limited commits itself to becoming an international company and a major Supplier and Designer Architectural Hardwares in Nigeria. The company is best sourced for wide range of activities related to Stainless Steel Railings; Aluminum Railings; Burglary Proof; Stone Coated Roof; Office Partitions; Shower Cubicles; Furniture & Fittings.
We are recruiting to fill the position below:
Job Title: Customer Relationship Manager
Location: Lagos
Responsibilities
- Manage the development and implementation of customer service policies and procedures, including definition and communication of service delivery KPIs.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Direct the daily operations of the customer service team, project management, renewals and sales admin teams.
- Plan, prioritize and delegate work tasks to ensure proper functioning of the teams.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Directly handle complex and escalated customer service issues and track complaint resolution.
- Monitor accuracy of service reporting and forecasting process as well as customer data base information.
- Monitor the analysis and reporting of customer service performance, trend, availability, timeliness to deliver and capacity management.
- Analyze relevant data to determine customer service outputs.
- Identify and implement strategies to improve quality of service, productivity and profitability.
- Follow up, escalate and take action if service delivery is not meeting expectations.
- Develop and implement processes with the customer to ensure effective information flow to speed up delivery timelines.
- Collaborate with management and account/sales managers on customer account management and growth.
- Liaise with Management to support and implement growth strategies for MainOne.
- Co-ordinate and manage customer service projects and initiatives.
- Evaluate and manage the performance of own teams, identifying and addressing team members’ training and coaching needs.
- Manage the communication of program status, program readiness, business and other potential issues and their resolution across the organization up to Management level as required.
Qualifications/Competencies Required
- Bachelor's degree in a relevant field.
- Post graduate or relevant professional qualification such as PMP or Prince 2 will be an advantage.
- At least 5 years of relevant experience with at least 3 years in a senior service delivery role.
- Advanced IFRS knowledge
- Excellent interpersonal, relationship building and diplomacy skills
- Excellent oral and written communication and presentation skills (at C Level)
- Bid/Tender Management experience
- Decisive and able to overcome delays and meet aggressive delivery timelines
- Self-starter and proactive
- Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
- Detailed oriented and able to take ownership of assigned tasks
- Accountable and dependable
- Strong organization skills
- Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
- In-depth knowledge of Main One’s product and service offerings
- Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
- Ability to manage difficult situations and customers
- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
- Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
- Attention to details
- High level of integrity and professionalism, especially in dealing with highly confidential information
- Time and priority management skills.
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should send their Applications and CV's to:
[email protected]