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Vacancy for a Customer Engagement Team Lead at Smart Partners Consulting Limited

Smart Partners Consulting Limited - Our client, a Retail outlet located in Lagos State is recruiting qualified candidates for the position below: Job Title: Customer Engagement Team Lead Location: Lagos Mainland Job Responsibilities

Translate the client’s core value of customer satisfaction into the customer’s day to day reality.
Plan effective customer retention strategies and supervise execution alongside the retail customer service
Conduct Induction trainings on Customer Experience
Assist in developing customer service training curriculum in modules and Facilitate planned customer service training at schedules times.
Prompt response to both customers and prospective customers’ enquiries and business proposals
Response to Customer Order requests from calls or emails.
Design customer conversation guide to able to elicit feedback (negative +positive).
Attending to all issues and complaints related to customer needs and experience
Ensure effective and timely resolution of customer complaints.

Required Education / Experience

A Bachelor’s degree or its equivalent in Business or any related discipline. Customer relationship management certification is an added advantage.
A minimum of 5 years’ experience in A Retail Store Management Role within a structured corporate environment.
Knowledgeable in Customer complaints management
Proficient with the use of Retailpro software,, Microsoft Office and Excel is very important
Knowledgeable in customer services management, reporting and strategy execution
Knowledgeable in Customer Analytics reports (Sales and Traffic channels) and Data mining
Knowledge in managing prestigious and personalized customer sales team
Cold telephone calls skills
Knowledgeable in customer in re-activation and relationship management
Knowledgeable in training on customer services

Personal Traits and Characteristics:

Strong oral and written communication skills
Ability to multi-task
Good planning and prioritizing skills
Team spirit
Ability to handle confidentiality of information
Approachable and soft voice
Effective and proven interpersonal skills
Empathy and result oriented

How to Apply Interested and qualified candidates should forward their CV in MS word and passport photograph to: [email protected] Note: Only qualified candidate who have experience in a retail business should apply Application Deadline 27th April, 2019.

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