Customer Service - Lagos Island

Job Description
rnPlan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives
rnResponsibilities
rn• develop and implement customer service policies and procedures
rn• define and communicate customer service standards
rn• review and assess customer service contracts
rn• oversee the achievement and maintenance of agreed customer service levels and standards
rn• direct the daily operations of the customer service team
rn• plan, prioritize and delegate work tasks to ensure proper functioning of the department
rn• ensure the necessary resources and tools are available for quality customer service delivery
rn• review customer complaints
rn• track customer complaint resolution
rn• handle complex and escalated customer service issues
rn• monitor accuracy of reporting and data base information
rn• analyze relevant data to determine customer service outputs
rn• identify and implement strategies to improve quality of service, productivity and profitability
rn• liaise with company management to support and implement growth strategies
rn• co-ordinate and manage customer service projects and initiatives
rn• ensure budget requirements are met
rn• evaluate and performance manage staff
rn• identify and address staff training and coaching needs
rnEducation and Experience
rn• A minimum of OND in any course
rn• customer service experience
rn• supervisory experience
rn• in-depth knowledge of customer service principles and practices
rn• proficiency in CRM systems
rn• proficiency in MS Office applications
rn• product knowledge
rn• communication skills
rn• customer service focus
rn• supervisory skills
rn• problem analysis and problem-solving
rn• decision-making
rn• planning and organizing
rn• initiative
rn• flexibility
rn• presentation skills
rn• stress tolerance
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rnMODE OF APPLICATION: All qualified and interested candidates should send a comprehensive CV/RESUME to career.greconconcept (at) outlook . com or send your name, location and qualification to the advert number for urgent recruitment and must be willing to resume duty immediately.
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