Customer Service Representative Manager at Uncle Stan's Foods

Uncle Stan's Foods is a small chops company known for it's unique finger food taste all over Lagos. Our brand makes us unique.

We are recruiting to fill the position below:

Job Title: Customer Service Representative Manager

Location: Lekki, Lagos
Employment Type: Full-time

Job Summary

• As a Customer Service Representative Manager, you are responsible for providing leadership to Customer Service Representative who perform exceptional customer service to clients through various channels such as phone, and chat.
• You will leverage your previous experience to handle customer inquiries, resolve issues, and ensure customer satisfaction while adhering to company policies and procedures.

Key Responsibilities

• Customer Interaction: Interact with customers professionally and courteously, addressing their inquiries, concerns, and feedback promptly and effectively.
• Problem Resolution: Utilize your knowledge and experience to troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution whenever possible.
• Product/Service Knowledge: Demonstrate a comprehensive understanding of the company's products or services, including features, benefits, pricing, and policies, to assist customers effectively.
• Communication: Communicate clearly and effectively with customers via phone, email, chat, and in-person interactions, ensuring accurate understanding and resolution of their queries.
• Documentation: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using appropriate documentation systems or software.
• Cross-functional Collaboration: Collaborate with other departments such as sales, billing, and technical support to address complex customer issues and provide seamless service.
• Process Improvement: Identify opportunities for process improvements based on recurring customer issues or feedback and communicate suggestions to management for consideration.
• Quality Assurance: Adhere to quality standards and service level agreements (SLAs) to ensure consistently high-quality service delivery and customer satisfaction.
• Training and Development: Stay updated on product/service changes, industry trends, and customer service best practices through ongoing training and professional development activities.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.

Qualifications and Skills

• Minimum of one year of experience in a customer service role, preferably in a similar industry or environment.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Strong problem-solving abilities and the capacity to handle challenging customer situations with empathy and professionalism.
• Proficiency in using customer relationship management (CRM) software and other relevant tools for managing customer interactions.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Attention to detail and accuracy in documenting customer interactions and resolutions.
• Flexibility to adapt to changing priorities and work schedules, including evenings, weekends, and holidays as needed.
• Commitment to continuous learning and self-improvement to enhance job performance and customer satisfaction.

Application Closing Date
Not Specified.