Customer Service Delivery Supervisor at SENCE Nigeria

Roles and Responsibilities    
The following are the roles and responsibilities for this role:

• Deliver all social media activities on social media platforms both for the company and clients.
• Been able to create inspiring quotes and tips that draws attention to our website.
• Have adequate knowledge of creating and writing blog posts.
• Source for clients whom we can manage their profiles this includes and is not limited to: website designing, professionally written corporate profiles, expanding social media exposure for the clients
• Provide a monthly written report, highlighting achievements for the month and also focus for the coming month.
• Liaise with other departmental staff to ensure every client that all CC clients have been called atleast once during the month.
• Issue out monthly newsletters giving insightful Tips for various fields of interest for our clients.
• Ability to create Quality surveys that will guide the department to analyse and forecast areas of interest for Alexis’s clients
• Proactively crosssell the Alexis Consult’s services to enquirers this includes and is not limited to:
• Cc services, ie. Selling cc as a service and also looking out for key areas to improve on the clients business delivery, handle social media activities such as twitter, facebook, pininterest etc.
• Collect customer feedbackby making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time.
• Act proactively regularly communicate to colleagues to ensure a good knowledge of all products of Alexis Consult and their updates
• Research and package content from internal and external resources to develop insightful and engaging corporate narratives
• Develop special communication projects in support of key corporate communications priorities
• Help executives assimilate content and fine-tune delivery
• Identify and vet prospective venues for appearances that augment or otherwise complement communication programs and initiatives
• Work with communication teams to identify opportunities to promote and distribute appearances and related materials to increase visibility and impact
• Repackage materials as needed to ensure content and concepts extends into other communication efforts
• Answer partners/stakeholders/staff enquiries (phone, email, face to face) about the company.
• Put together activities/programmes/internal meetings.
• Make phone calls at request of projects managers and gather necessary details about project and dissiminate the information in a manner that is clear and understandable
• A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements.
• Conduct evaluations with customers on the phone and via e-mail and setting customer satisfaction goals on various individual criteria as well as the total customer experience.
• Ensure delivery processes are efficient and cost effective.
• To reduce costs and streamline the process without adversely impacting the client experience, he might eliminate paperwork, unnecessary service steps or non-value-added features.
• Deliver professional customer service to both internal and external customers.
• Provide professional answers to customers’ enquiries of different nature and format in accordance with Alexis Consult’s standards and business processes.

Job type     Full time
Location     Lagos

Skill set    
• Excellent documentation skills and attention to detail.
• Ability to deliver technical presentations competently.
• Must be commercially aware,able to identify&effectivelycommunicatecommercial opportunities
• Able to produce and deliver relevant andeffective training asrequired and necessary both into Managed Services staff and customers where relevant
• Must aspire to a culture of service excellence,always putting thecustomer, our people and our business at thecentre of everything they do.
• Highly skilled written and oral communicator.
• Strong ability to multi-task and solve problem.
• Proven conceptual, analytical and strategic thinking skills.

Work experience     minimum of 2 years
Upper salary range     90,000-100,000