• Application Deadline:
• Position: Customer Relationship Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Establish and manage the complaint and feedback mechanism for the project component by GEPaDC


• Receive complaints and feedback and respond to enquiries at the complaint desk at program sites.


• Build staff awareness and commitment to a complaint mechanism, ensuring that all SOPs and GEPaDC core values are respected.


• Refer program-specific complaints to MEAL Officer and SMT for follow-up.


• Build staff awareness and commitment to a complaint’s mechanism.


• Ensuring that all SOPs and organizations/donors' core policies are respected.


• Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.


• Carry out regular community feedback functions, ensuring that all SOPs and GEPaDC core policies are respected.


• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.


• Lodge all feedback, complaints, and response in the CFM database.


• Support to ensure complaints are closed within the appropriate timeframe including those reported from the GEPaDC toll-free line.


• Ensure the CFM database is forwarded to the MEAL officer on a monthly basis and important complaints from complaint desks and suggestion boxes are reported immediately.


• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.


• Ensure accurate recording of all the data related to the beneficiary.


• Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to MEAL Coordinator and Senior Protection Officer as received.


• Accurately refer cases internally within the departments - with the support of the MEAL Officer- following the standard operating procedures set for the referral system within GEPaDC.


• Follow up and receive weekly feedback and case status progress related to the internal cases referred to the projects.


• Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.


• Regular field visits and work with Protection and GBV Officers in the collection of complaints and feedback to the complainants.


• Perform any other responsibility assigned by Line manager

Key Competencies

• Strong communication skills: oral, written and presentation skills.


• Should be a team player and culturally sensitive.


• Demonstrated proficiency in computer applications such as Ms Word, Excel, Email and utilization of the internet.


• Goal-oriented, organized team player.


• Creative problem solver who thrives when presented with a challenge.


• Extremely flexible and have the ability to cope with stressful situations.


• Commitment to and understanding of GEPaDC’s aims, values,andprinciples