• Application Deadline:
• Position: Assistant Head, Customer Relation



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 4 - 6 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Responsibilites

As the Customer Relations Manager, your responsibility will include:

Key accountabilities:

• Supervise and Lead the Customer Relations Team


• Ensure Excellent Customer Experience


• Train and Develop Customer Relations Officers


• Monitor Performance and Reporting


• Assist in Process Optimization and Continuous Improvement


• Promote Company Brand and Service Standards


• Escalation Management


• Assist in Monthly Report Preparation for Management Duties and Responsibilities.

Supervise and Lead the Customer Relations Team:

• Manage a team of Customer Relations Officers, ensuring high standards of service are maintained across all customer interactions.


• Provide daily supervision, guidance, and support to team members to ensure they meet or exceed customer service expectations.


• Assign and monitor team responsibilities, ensuring that all customer inquiries, complaints, and feedback are handled in a timely and professional manner.


• Conduct regular team meetings to ensure alignment with departmental goals, best practices, and company policies.

Ensure Excellent Customer Experience:

• Act as the primary point of contact for complex customer issues, working with the team to resolve escalated concerns efficiently.


• Maintain a customer-first mentality and guide the team to provide solutions that are aligned with the company’s service standards and brand values.


• Continuously monitor customer satisfaction levels, taking action to resolve any service gaps or issues to ensure a seamless customer experience.

Train and Develop Customer Relations Officers:

• Oversee the training and development of new and existing Customer Relations Officers to ensure they are equipped with the skills, knowledge, and tools to deliver excellent customer service.


• Provide ongoing coaching and feedback to team members to improve their performance and customer service delivery


• Assist in creating training materials and resources that help standardize customer service processes across the team.

Monitor Performance and Reporting:

• Track team performance against key performance indicators (KPIs) such as response times, customer satisfaction scores, issue resolution rates, and service quality.


• Prepare and submit regular performance reports to the Assistant Head of Customer Relations, identifying areas for improvement and proposing actionable solutions.


• Analyze customer feedback to uncover trends, potential issues, and opportunities for process improvements.

Assist in Process Optimization and Continuous Improvement:

• Identify and suggest process improvements to enhance the efficiency and effectiveness of the customer relations team.


• Work closely with the Assistant Head of Customer Relations to implement new customer service technologies and strategies that improve team performance and the overall customer experience.


• Foster a culture of continuous improvement by encouraging the team to provide input on how services can be enhanced.

Promote Company Brand and Service Standards:

• Ensure the team consistently upholds the company’s brand values and service standards in every customer interaction.


• Serve as a role model for customer relations best practices and lead by example in providing exemplary customer service.


• Help maintain the company’s reputation for excellence by ensuring that all customer-facing activities reflect the brand’s image and customer service ethos.

Escalation Management:

• Handle escalated customer complaints and service recovery situations, ensuring that


• issues are resolved quickly and to the customer’s satisfaction.


• Work with the Assistant Head of Customer Relations to identify recurring issues and implement strategies to address them proactively.

Assist in Monthly Report Preparation for Management:

• Provide input into the preparation of monthly reports, summarizing customer service performance, challenges, and successes within the customer relations department.


• Report on key trends, customer insights, and areas of concern that may impact customer satisfaction or operational performance.

Education and Work Experience / Requirements

• Bachelor’s Degree in Social Science, Communications, usiness Administration, Marketing or a related field


• MBA/M.Sc. in related discipline is an added advantage.


• Minimum of 4-6 years of experience in customer relations, service management, or a similar role, with at least 1-2 years in a supervisory or leadership capacity.


• Proven experience in managing teams and driving customer service excellence in a fast- paced, customer-centric environment.


• Experience in the retail, or luxury service industry is a plus


• Professional development and training are an added advantage.


• Excellent verbal & written communication skills.


• Excellent interpersonal and customer service skills.


• Excellent organizational skills and attention to detail.


• Strong analytical and problem-solving skills.


• Strong supervisory and leadership skills.


• The ideal candidate should be personable.


• Challenge and support executive management.


• Should be bold, proactive and flexible.

Knowledge area:

• Reporting


• Service Industry Knowledge


• CRM or related software


• Proficiency with Microsoft Office Suite.

Skills, Experience and Competencies:

• Strong leadership skills, with the ability to motivate, coach, and develop a team.


• Excellent problem-solving and conflict resolution skills, with a focus on customer- centric solutions.


• Strong organizational and multitasking abilities, with the capacity to manage multiple priorities.


• Proficient in customer relationship management (CRM) systems and customer service technologies.


• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.


• Analytical mindset with the ability to track, interpret, and act upon key performance metrics.


• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.