The job holder is responsible for excellent customer service and ensures customer satisfaction in order to achieve the company’s set objectives.
Minimum Qualification : Bachelor
Experience Level : Senior level
Experience Length : 5 years
JOB REF : HRM / 3 / 5 / 2020 : CUSTOMER SERVICE MANAGER.
Key Operational Responsibilities.
Develop and implement sound customer service strategies, policies and procedures.
Prepare and implement an approved annual customer service budget for the department.
Efficient customer relations handling.
Efficient Complaints Handling.
Efficient communication with customers and daily follow ups to ensure their needs are satisfactorily met.
Work closely with Sales team to ensure that there are no delays in processing customer’s orders as well as addressing complaints or enquiries.
Follow up customers to ensure they receive optimal value from purchased products / services.
Analyze customer care data and statistics to obtain results useful in taking key business decisions.
Maintain proper record of all customer care operations and activities for reference purposes.
Conduct surveys to determine the opinion of customers regarding our products / services.
Produce periodic analysis reports.
Key Qualification and Experience :
Bachelor’s degree preferably in marketing or business administration, or in a related field.
At least 5 years’ progressive experience in customer service preferably in FMCG or equivalent.
Membership to a professional body is an added advantage.
Certificate of good conduct from DCI.
Technical / operational competencies.
Strong communication skills.
Customer Service / relationship Skills.
Excellent problem-solving Skills.
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Demonstrable ability to lead and manage teams.
Excellent analytical and organizational skills.
Ability to work independently and handle multiple projects.
Good personal presentation.
Ability to make Decisions under pressure.
Good commercial and business understanding.