We are looking to fill the opening for Head Customer Service Management for one of our clients.
He or she (A NIGERIAN) will be responsible for the following:
Provide excellent customer service and promote this culture throughout the organization. Keeps the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and customers’ retention and meet their expectations. Develop customer service standards, policies and procedures for the organization or department. Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities
The performance in this role will help build a superior customer satisfaction, increase loyalty and generate more sales.
PROFILE REQUIRED
Job Knowledge, Skills & Experience & Education
In-depth knowledge of customer service policies and practices
Proficiency in CRM systems, MS Office applications
Thinking, analytical, problem-solving skills
Active listening skills and high-stress tolerance level
Very strong leadership capabilities
Discretion and Decision-making
Good supervisory and people management skills
Organizing and planning skills
Negotiation skills
Strong communication and influencing skills
Interpersonal skills
English at Professional Proficiency, other languages optional
B.Sc in Supply chain, Marketing, Business Administration
MBA will be an added advantage
At least 5 years experience in customer service management
MAIN RESPONSIBILITIES
Successful implementation of customer service in East and North and build a solid team across the country
Streamline processes at an early stage for visible and effective results
This position manages all employees of the Unit and is responsible for the performance management and hiring of the employees within the Unit
Lead the entire Customer Services cycle from cash to order generation and processing, up to the upstream delivery fulfillment interface with the customer
Planning, assigning, and directing work
Apply via :
francis.okoye@aldelia.com
