Job Description:
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Analyzing statistics or other data to determine the level of customer service the organization is providing.
Writing reports, analyzing the customer service that the organization provides
Recruit, mentor and develop employees through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Maintain an orderly workflow according to priorities
Requirements
Minimum of Bachelor’s Degree in related field
Minimum 10-12 years’ work experience in a similar position or role.
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Must reside in Lagos
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases, and tools
Ability to think strategically and to lead
Apply via :
recruit.zohopublic.com
