Reports To: The Managing DirectorJob Summary:
Provide excellent customer service and promote this culture throughout the organization.
Keep the department running in an efficient and profitable manner
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.
Job Responsibilities:
Act as the first point for customers complains; resolving customer issues and attaining efficiency goals.
Responsible for communication to and retention of client accounts.
Responsible for the leadership objectives of the organizations customers account.
Liaise with the freight forwarding and supply chain unit for adequate information to customers.
Resolve complaints and order issues.
Ask customers to provide feedback on agents and customer service experience.
Keep abreast of new policies in the industry
Isolate and identify areas of improvement; make recommendations to be adapted.
Support the FMCG Chain unit in service delivery monitoring to customers.
Leverage IT (social media) to respond to customer complaints and praise.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Work closely between the supply chain and sales operations management.
Ensures compliance with regulations, legislation and quality compliance policies.
Any other duty that may be assigned by the MD from time to time.
Job Knowledge, Skills, Experience & Education:
B.Sc/Hnd in any Social Science field (Professional certification will be an added advantage)
Ideal candidates MUST have industry experience i.e. FMCG
In-depth knowledge of customer service policies and practices
Proficiency in CRM systems, MS Office applications
Cognate experience in customer service roles (Please note this is not for Sales or Marketing functions)
At least 5- 15 years experience in a Senior customer service management role
Personal Attributes:
Have a deep desire to work in the beauty industry
Very sociable
Very social media savvy and knowledgeable of current trends
Ability to work well with others and influence subordinates to work
Excellent written and verbal communication skills
Ability to work flexibly and under initiative to achieve set objectives
Open to challenges.
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