Customer Experience Manager at Ekesons Bros Nig. Ltd

Job Description

• Providing help to customers using your organisation's products or services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
• Issuing refunds or compensation to customers
• Keeping accurate records of discussions or correspondence with customers
• Analysing statistics or other data to determine the level of customer service your organisation is providing
• Producing written information for customers, often involving use of computer packages and software
• Writing reports analysing the customer service that your organisation provides
• Developing feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for your organisation or department
• Meeting with other managers to discuss possible improvements to customer service
• Involvement in staff recruitment and appraisals
• Leading or supervising a team of customer service staff
• learning about your organisation's products or services and keeping up to date with changes
• keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Requirements

• Proficiency in use ofMicrosoft Outlook,Word,Excel,PowerPoint
• Proven experience in customer service management
• Proven experience in developing others
• Customer service,training or business administration qualification,
• Minimum of 5years experience in similar role.
• Professional certification will be an added advantage.
• Must reside in Lagos