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