Head, Customer Service at Alan & Grant

Alan & Grant - Our client is a Pension Fund Administration Company that provides a range of Retirement support services.

They are recruiting to fill the position below:

Job Position: Head, Customer Service
Job Location: Lagos

Job Summary

• To oversee Customer Service operations and measure customer experience in order to drive innovation and continuous business improvement.

Duties and Responsibilities

• Oversee Customer Service Operations/Functions to measure, analyze and report on customer experience, as well as develop and implement effective business strategy to improve Customer Experience, attract new customers and expand Customer Base
• Improve and sustain high levels of Customer Satisfaction
• Maximize Customer Service Operations for customer acquisition, retention and conversion
• Identify, develop and maintain new Customer Relationships
• Identify gaps in the Customer Engagement process and develop and proposing product solutions to improve and retain existing business relationships
• Supervise and streamline all facets of Customer Service operations toward customers in order to improve customer engagement and responses to services provided.
• Ensure identification of Business Development opportunities and act promptly to engage with these opportunities.
• Develop approaches to create, improve and sustain a Customer-Focused environment
• Review all Customer Service /Customer Experience Metrics and submit related Reports to Management
• Build initiatives around inbound/Outbound unit
• Customer loyalty Management- ability to maximize customer loyalty
• Customer Relationship Management – strategy of managing all of the organization’s interactions with customers
• Customer value Management – Ability to manage each customer relationship to achieve maximum lifetime profit from the entire customer base

Requirements
Skills and Qualifications:

• At least 10 years’ experience (with at least 5 years’ Managerial Experience) in a similar role.
• Strong understanding of Data Mining, Interpretation and Reporting
• Proficiency in use of I.T Applications for Data Gathering, Mining and Reporting
• Strong Leadership skills
• Analytical skills
• Ability to work across all elements of Customer Experience
• Strong interpersonal and communication skills
• Market Research & Reporting Skills
• Client Facing
• Problem Solving Abilities
• Enthusiasm
• Self-Initiative / Direction
• Team Player
• High Energy
• Solutions Oriented
• Ability to function under pressure.