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Vacancy for Customer Engagement Team Lead in a Retail Outlet

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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
  • 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.
  • 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.

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
  • Cold telephone calls skills
  • Knowledgeable in customer in re-activation and relationship management
  • Knowledgeable in training on customer services
  • 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

Personal Traits and Characteristics:

  • Strong oral and written communication skills
  • Ability to multi-task
  • Approachable and soft voice
  • Effective and proven interpersonal skills
  • Empathy and result oriented
  • Good planning and prioritizing skills
  • Team spirit
  • Ability to handle confidentiality of information
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Deadline: 27th April, 2019.

How to Apply
Interested and qualified candidates should forward their CV in MS word and passport photograph to: talent@smartpartnersng.com

Note: Only qualified candidate who have experience in a retail business should apply

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