• Application Deadline:
• Position: Assistant Manager, Customer Service


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• City Apapa


• Job Field Customer Care 
  

Purpose of the Job

• Responsible for executing the work plan and programs of call center operations in adherence to defined policies and guidelines.

The Job

• Assist in ensuring optimal utilization of CRM systems and tools in the call Centre operations.


• Lead team meetings and present reports for effective decision making to drive improvement.


• Assist in monitoring compliance to defined service levels within the call Centre.


• Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries.


• Monitor team performance to ensure efficiency in call handling and customer service delivery


• Handle customer complaints, provide appropriate solutions and alternatives within the set time limit.


• Analyze call center data and prepare management report.


• Evaluate staff effectiveness and performance annually or on an at-need basis.

Qualification and Experience

• Candidates should possess a B.Sc / HND preferably in the field of numerate Science, Business Admin, Engineering.


• 3-5 years’ relevant experience with manufacturing industry and telecom industry.

The Person Must:

• Have strong communication and interpersonal skills.


• Possess strong capacity to handle stress problem solving abilities and decision making prowess.


• Have strong leadership ability and presentation skills.


• Ability to multitask, prioritize and manage time effectively.


• Be familiar with CRM systems and packages.