Head, Customer Service Management at a Leading Multinational Company

We are a leading Multinational Company with interest in Telecommunications, Real Estate, Oil and Gas among others. We are in the process of launching a Customer Experience Centre in Lagos. The Centre will bring the latest and greatest of ICT innovations that power the digital world to customers.

The Experience Centre is designed to showcase technologies and experiences that customers can preview before they buy and will also provide customers very exciting experience about the Company's current products and services, while showcasing the possibilities of what the future brings in the world of information and communications.

We are recruiting to fill the position below:

Job Title: Head, Customer Service Management

Ref: HSM
Location: Nigeria

Key Responsibilities

• Manage the service Management team for the Experience Centre.
• Responsible for all SLA ownership and their defense within the business.
• Responsible for post sales Customer satisfaction.
• Overall responsibility for all the service issues escalated by the customers.
• Responsible for the end to end customer experience.
• Responsible for the design and management of customer interaction to meet and exceed expectations.
• Coordinate training needs and implement appropriate training programs for all experience Centre staff.
• Maintains excellent relationships with customer through superior customer service.
• Develop and continuously improve existing service management policies.
• Continuously analyze customer feedbacks and optimize processes to enhance overall customer experience.

Qualifications, Experience and Skills

• Minimum of a First Degree in Commercial, Business Administration, Economics, or other related fields.
• Possession of MBA certification would be an added advantage.
• Minimum of 15 years' experience in service management in an Experience Centre or a Customer facing setup.
• Customer service, Negotiating and influencing, analysis and decision making, and management skills.
• Good experience in end to end customer, technical upgrade and upsell management.

Application Closing Date
22nd April, 2024.

How to Apply
Interested and qualified candidates should should send their Resume, possibly with a scanned Passport Photograph to: [email protected] using Job reference as the subject of the email.