Customer Service Manager at FoliXx Hospitality

FoliXx Hospitality, a Hospitality company, is recruiting a motivated and experienced candidate to join her team in the capacity below:

Job Title: Customer Service Manager

Location: Lekki, Lagos
Employment Type: Full-time

Job Description

• We are looking for a motivated and experienced Customer service Manager to join her team.
• As the Customer Service Manager, you have a unique opportunity to help drive our efforts to improve customer satisfaction in the entire online shopping journey.

Duties and Responsibilities

• Directly supervise the customer service team and ensure the team’s activities are aligned to the departmental and company objectives.
• Actively promote and manage the process of continuous improvement in customer service standards within call/mail inquiries and troubleshooting.
• Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the experience of customers.
• Promote effective communication throughout all levels of the customer service function.
• Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
• Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
• Work closely with other merchants’ customer support teams.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Necessary interactions with partners and providers to ensure a seamless experience for the customers.
• Organize trainings on customer retention and experience for the team.

Requirements, qualifications, and skills

• BSc / HND from an accredited university.
• 3+ years experience in customer centric roles such as operations, project management or process improvement.
• Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.
• Ability to think strategically and attention to detail.
• Advanced skills in office tools (e.g., Excel and Google Suites) and Sales force.
• Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.

Application Closing Date
23rd January, 2023.