Job Description

Our client is one of the leading
power solution provider in Nigeria employing over 1500 employees. With a wide
operational base and branch network, which spreads across West Africa, the
company has maintained a leading position in the generator sales and services
sector in Nigeria. Due to expansion, the company now has an opening for
Customer Care Manager
to be
based in Lagos

Job Profile:

• 
  Maintains customer satisfaction
  by providing problem-solving resources; managing staff

Key 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.
• 
  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.
• 
  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 information and applications.
• 
  Improves customer service quality results by studying, evaluating, and
  re-designing processes; establishing and communicating service metrics;
  monitoring and analyzing results; implementing changes.
• 
  Maximizes customer operational performance by providing help desk
  resources and technical advice; resolving problems; disseminating advisories,
  warnings, and new techniques; detecting and diagnosing network problems.
• 
  Updates job knowledge by participating in educational opportunities;
  reading professional publications; maintaining personal networks; participating
  in professional organizations.
• 
  Accomplishes information systems and organization mission by
  completing related results as needed
• 
  Coming up with innovative campaigns to reach customers and revive the
  company image

Key Requirements

A. Education / Qualifications:

• 
  Degree in any discipline or equivalent
• 
  Proficient in relevant computer applications
• 
  Required language proficiency in English (Hausa, Yoruba and Pidgin
  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
• 
  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.

B. Experience:

• 
  At least 5 years’ experience as a
  customer care manager
• 
  Around 10 years of experience in the Customer
  care/service field
• 
  Having worked with a power generation company at any point in
  career is a plus

C. Skills:

• 
  Verbal and written communication skills
• 
  Listening skills
• 
  Problem analysis and problem solving
• 
  Decision making
• 
  Customer service orientation
• 
  Analytical skills
• 
  Organizational skills
• 
  Attention to detail
• 
  Judgment
• 
  Adaptability
• 
  Team work
• 
  Stress tolerance
• 
  Resilience

D. Attributes / Personal Characteristics

• 
  Professionalism and work ethics
• 
  Positive attitude and energy
• 
  Proactive, persuasive and self-confident
• 
  Dedicated in delivering the objective and results