Customer Service Manager

Reli Communication Limited, an organization with more than 20 years of experience on the market for holiday homes. In the South of France and Spain we have a varied offer: charming villas with swimming pool, country cottages, small castles, chalets and apartments.

We are recruiting to fill the position of:

Job Title: Customer Service Manager

Location: Lagos

Job Description

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Recruit, mentor and develop employees through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• 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
• Analyse statistics and compile accurate reports
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a customer service manager
• Experience in providing customer service support
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field
• Must reside in Lagos
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead