Customer Engagement Team Lead at Smart Partners

Location: Lagos Mainland

Job Responsibilities

• Translate the client’s core value of customer satisfaction into the customer’s day to day reality.
• Plan effective customer retention strategies and supervise execution alongside the retail customer service
• Design customer conversation guide to able to elicit feedback (negative +positive).
• Attending to all issues and complaints related to customer needs and experience
• Ensure effective and timely resolution of customer complaints.
• Conduct Induction trainings on Customer Experience
• Assist in developing customer service training curriculum in modules and Facilitate planned customer service training at schedules times.
• Prompt response to both customers and prospective customers’ enquiries and business proposals
• Response to Customer Order requests from calls or emails.

Required Education / Experience

• A Bachelor’s degree or its equivalent in Business or any related discipline. Customer relationship management certification is an added advantage.
• A minimum of 5 years’ experience in A Retail Store Management Role within a structured corporate environment.
• Knowledgeable in Customer complaints management
• Cold telephone calls skills
• Knowledgeable in customer in re-activation and relationship management
• Knowledgeable in training on customer services
• Proficient with the use of Retailpro software,, Microsoft Office and Excel is very important
• Knowledgeable in customer services management, reporting and strategy execution
• Knowledgeable in Customer Analytics reports (Sales and Traffic channels) and Data mining
• Knowledge in managing prestigious and personalized customer sales team

Personal Traits and Characteristics:

• Strong oral and written communication skills
• Ability to multi-task
• Approachable and soft voice
• Effective and proven interpersonal skills
• Empathy and result oriented
• Good planning and prioritizing skills
• Team spirit
• Ability to handle confidentiality of information