Our client is an independent oil servicing company with vast experience which cuts across several
facets of the oil and gas industry, together with affiliations with a number of reputable multinational companies. They now have an opening for Customer Care Manager
Job Title: Customer Care Manager
Location: Lagos
Experience: 10years
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
How to Apply
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