• Application Deadline: Tue, 31 Jan 2023 00:00:00 GMT
• Position: Customer Service Training Manager


• Job Type Full Time , Remote


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


• Experience 4 - 6 years


• Location Nigeria


• Job Field Customer Care 
  

Responsibilities

• Ensures Field Officers are Receiving adequate Training


• Holds frequent training sessions with field officers on how best to approach questions/challenges from beneficiaries.


• Ensures field officers are trained on various strategies to improve immunization coverage rates and retention.


• Ensures field officers are well-trained on prioritizing day-to-day tasks, time-management, and fulfilling their job responsibilities.


• Holds coaching sessions with poor performing field officers.


• Trains field officers to treat beneficiaries with dignity and respect, providing actionable tips and real-life scenarios.


• Administrative and Field Related Roles


• Assesses 2 clinics per day and reports back to the Expansion Coordinator via myday regarding their proficiency in customer service.


• Performs an in-depth review of field officers customer service, incorporated into training and where relevant protocol recommendations.


• Develops and implement trainings on customer service and importance of good treatment of caregivers


• Executes training for managers and field auditors on how to assess customer service gaps.


• Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries. Strengthen and encourage interpersonal communication skills between health workers and the ABAE field officers.


• Reviews field officers performance dashboards to ensure a comprehensive understanding of field officers performance.


• Reviews clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.


• Reports on areas where refresher trainings are needed for field officers to the Expansion Coordinator.


• Visits clinics at least once a week.


• Participates and conducts training sessions during field officers trainings.


• Carries out any other tasks issued by the Expansion Coordinator.


• Manages a system to track beneficiary and non-beneficiary feedback and complaints.

Key Requirements

• Education and Work Experience


• B.Sc or equivalent. A master’s degree is a plus.


• A minimum of 4–6 years relevant experience working in customer services at the field level.


• At least 3 years prior experience working for a non-profit, charitable organization, or INGO.


• Has led an expansion activity in the past.


• Preferred experience in customer service engagement.


• Preferably, a candidate already based in Kano.


• Skills and Competencies


• Strong communication and interpersonal skills (especially in Hausa)


• Excellent budget management skills.


• Strong customer service and people management skills


• Proficient problem-solving skills


• Ability to lead effective group training sessions


• High ethical standards and integrity


• Ability to identify gaps and recommend solutions


• Ability to manage multiple priority tasks


• Highly proactive with a very strong sense of accountability


• Excellent leadership skills.


• Proficiency in MS Word, MS Excel, MS Powerpoint, internet browsers, smartphones and ICT in general.


• Ability to use Google Doc, Google Sheet, and AppSheet would be a bonus.