Job Description

Role Customer Service Manager
Reports to CCO
Direct Reports Customer Service Reps

Purpose of Role:
This position primarily ensures that customers are satisfied. Ensure a superb customer service delivery by leading and motivating the customer service team, developing effective customer service procedures and loyalty programs, and creating customer satisfaction goals. The Customer Service manager is also responsible for addressing any Technical issues/complaints from customers or clients and acting on behalf of the company, in ways that aligns with company’s goal.

Duties and Responsibilities
a. Improve customer service experience by creating engaged customers and facilitating organic growth.
b. Communicating courteously with customers by telephone, email, letter and face-to-face.
c. Possibly delegating certain customer enquiries to specific teams
d. Managing many incoming calls and emails
e. Managing customers’ accounts; Possibly delegate customer accounts to be managed by representatives and supervise daily operations.
f. Take ownership of customers issues and Track/follow problems through to resolution.
g. Developing feedback or complaints procedures for customers to use.
h. Generating sales leads and communicate potential sales target with internal team.
i. Create effective customer service procedures, policies, and standards.
j. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
k. Implement an effective customer loyalty program.
l. Maintain accurate records and document all customer service activities and discussions.
m. Analyse service statistics and compile accurate reports.
n. Recruit and mentor customer service representatives to excel through encouragement and empowerment.
o. Manage the approved budget of the customer service department.
p. Keep ahead of industry’s developments and apply best practices to areas of improvement.
q. Control resources and utilise assets to achieve qualitative and quantitative targets.
r. Maintain an orderly workflow according to priorities.

Qualification and Experience
a. At least 5+ years’ experience in a Customer service role (preferred)in related industry
b. Experienced in Customer account management, Customer relationship management, Customer service help desk management and Operations Management serving Power Generation, Real Estate Markets and Financial Institutions would have an advantage.
c. Highly skilled in the use of Microsoft Office Suite (including Word, Excel & Outlook) and other software relevant for the role, with ability to run analysis required for reporting
d. A good degree in any relevant course
e. A Post degree program would be an advantage.
f. Professional certifications in Customer service management also required.

Competencies
• Customer/Client Focus.
• Demonstrates an elevated level of oral communication and interpersonal skills including the ability to manage the flow of people and business, liaise and consult with internal and
external stakeholders regarding sensitive and confidential matters, and maintain
effective working relationships in a high-volume environment.
• Performance Management.
• Business Acumen.
• Initiative.
• Results Driven.
• Organizational Skills.
• Presentation Skills.
• Demonstrate a prominent level of confidentiality, tact, discretion, initiative and sound
judgement
• Excellent organizational skills including the ability to determine priorities, meet
regular deadlines and take/follow up action
• Possesses a strong work ethic, as well as exceptional writing, editing, and research skills.
• Ability to contribute in a professional and collaborative way to a team
• Knowledge of contemporary IT including word processing, email, spreadsheet, database and similar disciples

KPIs

• Customer Satisfaction Index
• Mean Time to Resolve (MTTR)
• Turn Around time on enquires (TAT)
• Monthly viable opportunities generated
• Quality of documentations and reports sent to stakeholders
• Number and effectiveness of Customer loyalty programs


Kindly Send CV to mercyokhuegbe@gmail.com on or before the 15th October,2020