Customer Service Manager

HealthPlus Limited is Nigeria's 1st Integrative Pharmacy, the fastest growing pharmacy chain in West Africa. Since 1999, we have been committed to our mission of helping people achieve optimum health & vitality. In 2010, a sister company was birthed - CasaBella International Limited. CasaBella, a one-stop store for beauty and grooming solutions is now a retail chain and a household name.

Our success is based on our great people, great values and a winning corporate culture. Our people are passionate, driven and committed to continuous learning in order to maintain our edge. Our testimonial is that we are proud to be members of the HealthPlus family as we are offered a strong platform to explore our potentials. We believe in best practices always and therefore employ and retain the best talents.

As we expand our frontiers to redefine the world of health & beauty in Nigeria, we are looking for amazing and smart people who will roll up their sleeves and share our passion & success. People who will join our team of highly motivated professionals who get the job done!

We are recruiting to fill the position of:

Job Title: Customer Service Manager

Location: Lagos

Job Description

• The Customer Service Manager will be responsible for directing the management of day-to-day operations of a team of representatives who handle customer service inquiries, order processing, and problem resolution.
• Oversee the development and implementation of policies, procedures, operating structure and systems.

Key Elements of the Role

• Report to the COO
• Support with the planning, developing and implementing of strategy for the customer relationship management function
• A courteous, professional and friendly phone manner
• Solve product or service problems by clarifying the customer's complaint and explaining the best solution to solve the problem
• Initiate required action for response to customer service requests for order changes, maintenance of order/customer information files and communicate changes to the appropriate personnel/departments
• Play a role in the development of proficient customer relationship management processes and applications.
• Develop, optimize and implement business models for retention of company’s customer base
• Manage and optimize customer information on a customer relationship management software
• Advice on customer relationship management activities and ensure monthly reporting
• Identify and implement processes to improve and ensure accuracy of customer data
• Manage the customer care telephone lines
• Ensure key customer memorable events are promptly acknowledged

Desired Skills & Experience

• A good Degree with 7 years minimum experience in a structured organisation, 3 years of which must be in a managerial capacity
• Membership of a recognised professional body is an added advantage
• Leadership, managerial and teambuilding skills
• Negotiation and persuasion skills
• Excellent interpersonal and people skills
• Planning & organisational Skill
• Ability to manage time and prioritise tasks
• Good problem solving and decision making skills
• Excellent verbal and written communication skills
• High standard of attention to detail
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• A good working Knowledge of Microsoft Office Suite like Word, Outlook, and
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