Customer Service Manager at Nicole Sinclair

Nicole Sinclair Consulting - Our client, one of the foremost gaming companies in Nigeria, is currently recruiting suitably qualified candidates for immediate employment into the position below:

Job Position: Customer Service Manager
Job Loaction: Lagos

Job Description

• The customer service manager is responsible to lead, motivate and supervise our Team of dedicated Customer Care Associates to ensure provision of superior customer service/support which enables customer satisfaction and fosters positive relationships with our clients and cusomers .
• He/She will schedule agents, resolve emergency issues, provide training for new employees, and will handle service issues beyond agent capability to ensure superior customer experience.

Responsibilities & Duties

• Use technical knowledge of organization's products or services to Champion the provision of superior customer service/support
• Lead and supervise a team of customer service staff ensuring each staff delivers superior standard of customer service
• Ensure timely resolutions of All customer problems including complex customers' problems which may be passed on by customer service assistants
• Update and maintain accurate data on performance of the Unit and continuously improve customer service procedures, policies and standards for your unit
• Always keep abreast of developments in customer service.
• Always ensure optimum planning and scheduling to enable appropriate customer service support provision
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes.
• Address and resolve team and customer conflicts and maintain a professional workspace and workflow
• Set and maintain customer service procedures and policies towards continuous improvement of service
• Generate sales from training agents to up-sell and cross-sell and continuous evaluate performance
• Maintaining accurate records and monitor expenses
• Team welfare

Competency/Skill/Requirements
Essential:

• Minimum of 8 years’ experience in Customer Service
• 5-year supervisory experience in Customer service
• B.Sc in Business Admin or related/relevant field
• Professional qualifications in Customer Service/experience

Desirable:

• Professional qualifications in Customer Service/experience
• Telecoms or fMCG experience

Work Experience And Skills

• Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence
• Ability to translate your skills to others through mentoring and training

Desirable:

• Public Speaking Experience

Personal qualities & behavioural Traits
Essential:

• Attention to details
• Excellent communication both written and oral
• Strong interpersonal and team leadership skills
• Team Player/Collaborative skills
• Strong Leadership & Analytical skills
• Ability to handle multiple priorities and complete tasks/projects according to plan