Best Search Recruitment Limited - On behalf of our client, a power generating company, we are searching for a candidate to fill the position of:

Job Title: Customer Care Manager Location: Lagos


Responsibilities

Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
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.
Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing

Qualification
Proficient in relevant computer applications
Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Extensive Experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
Has experience in budgeting and planning
Management skills
Has the ability to lead a team and develop and implement standards, policies, and procedures.

Skills:

Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Decision making
Customer service orientation
Analytical skills
Organizational skills
Attention to detail
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