• Application Deadline:
• Position: Customer Service Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  

Role Brief:

• The Customer Service manager will be responsible of balancing cost and quality in customer service: create a customer service experience across multiple channels (Call Centre, Shops, Self-Service Apps, and more) that encourages long-term loyalty and growth with Bboxx, while also implementing initiatives to reduce cost-to-serve.

What you can expect to be doing:

• Assist in the implementation of a Customer Service Call Centre


• Manage daily operations at the Customer Service Call Centre; including a team of supervisors and call operators


• Coordinate the collection of data from the Call Centre and provide reports to Senior Management.


• Monitor and improve customer service across the Bboxx Shop network


• Coordinate the implementation of Customer Satisfaction Surveys


• Work with Regional Managers to implement operational improvements at the Customer Service Call Centre


• Regularly review customer service call centre processes and so that you can document new or update the existing


• Train new Customer Service staff


• Maintain a positive, empathetic and professional attitude toward customers at all times


• Know our products inside and out so that you can answer questions


• Perform Other Administrative Support Duties As Required


• Handle and manage all discussions/relationships with external partners (Telecoms, service providers)

Description of tasks:

• Day-to-day management of Call Centre Team


• Manage budget for Customer Service department


• Collect and produce reports for senior management for various reporting


• Raise recurring customer issues with senior management


• Carry out process audits for all aftersales processes to be managed at the Call Centre


• Meet targets for reduction of late payers through call centre processes


• Meet targets for call volumes and response to mass SMS systems


• Perform quality assurance on out-going calls and shop interactions


• Assist in recruitment and training for new staff


• Escalation of Technical related issues


• Manage all projects/Pilots handled in the call centre


• Manage the planning of shifts for both supervisors and call operators

What we are looking for:

• Must hold relevant Business degree, or related field with at least 3 years’ experience in a Customer Service / Call Centre based role, including people management.

Desired skills include:

• Strong analytical skills


• Excellent communication


• Strong motivational skills


• Good at planning and organisation


• Polite, tactful and friendly attitude


• Ability to multi-task


• Excellent problem-solving skills


• Ability to show understanding to customer needs


• High attention to detail and excellent analytical skills


• High integrity and ethical level;


• Able to maintain utmost confidentiality of information in their possession


• Excellent communication, interpersonal, negotiation and presentation skills


• Self-motivated, confident and outgoing personality


• Have great attention to detail and able to get things done to completion


• Bonus experience if you have it