• Application Deadline:
• Position: Customer Service Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field Customer Care 
  

Job Summary 

• Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets.


• They are engineers and problem-solvers working diligently to provide affordable, accessible, reliable broadband and technology solutions that cater to homes and businesses. Due to expansion, they are in need of a Customer Service Manager

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth


• Take ownership of customers issues and follow problems through to resolution


• Set a clear mission and deploy strategies focused towards that mission


• Develop service procedures, policies and standards


• Keep accurate records and document customer service actions and discussions


• Analyze statistics and compile accurate reports


• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment


• Keep ahead of industry’s developments and apply best practices to areas of improvement


• Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met


• Improve onboarding processes.


• Evaluate and improve tutorials and other communication infrastructure.


• Mediate between clients and the organization.


• Handle and resolve customer requests and complaints.


• Learn from complaints and use customer feedback to improve services.


• Develop relationships with key stakeholders, including partners and key community groups.

Requirements

• At least 3 -5 year’s experience in IT services industry


• Capable of developing and improving our Customer Service approach, strategy and implementation


• An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.


• The ability to use your own initiative, balance priorities and work with minimal supervision.


• Self-motivated and passionate about improving the quality of customer service.


• Highly organized and able to multi-task.


• Self-driven and proactive nature.


• Excellent communication and interpersonal skills.


• Demonstrate leadership qualities.


• High computer literacy and ability to learn new software.


• Knowledge of customer success processes.


• Experience in document creation.