Jobs
Customer Care Manager Job in Lagos in a power generating company
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.
- 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
- 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.
Qualification
- University degree with at least 6 years experience as a customer
care manager, has around 10 years of experience in the Customer
care/service field, worked with a power generation company at any point
in career is a plus
- 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.
- 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
Skills:
- Verbal and written communication skills
- Customer service orientation
- Analytical skills
- Organizational skills
- Attention to detail
- Listening skills
- Problem analysis and problem solving
- Decision making
How to Apply
Interested and qualified candidates should send their CV's to:
[email protected]
Application Deadline 30th June, 2015