Group Head, Customer Care at Softnoon Holdings

Softnoon Holdings is a multi-business enterprise with service offerings through its distinct business divisions. Softnoon Holdings Limited has carved a niche as a quality company providing quality services consistently.

We are recruiting to fill the position below:

Job Position: Group Head, Customer Care
Job Location: Lagos

Job Description

• Accomplishes customer service and human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
• Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Preparing and completing action plans; implementing production, productivity, quality, and customer-service standards.
• Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers.
• Visiting operational environments; conducting surveys; forming focus groups.
• Benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes information systems and organization mission by completing related results as needed

Job Requirements

• 7-10 Years proven knowledge of Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, and Help Desk Experience.
• A BSc, professional certifications, & a Masters degree in Customer service or related course.

Method of Application
Interested and qualified candidates should send their Curriculum Vitae to: careers@softnoonng.com or jobs@softnoonng.com