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Nicole Sinclair Consulting is a dynamic Human Resources Consulting firm. We are positioned to help nurture your business, its people and maximize vision.
our client is one o the foremost Gaming Compnaies in Nigeria and needs a cusomer service manager 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
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
qualifications
Essential
- Minimum of 8 years’ experience in Customer Service
- 5-year supervisory experience in Customer service
- Bsc 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
Gmail
Yahoomail