Customer Care Manager at eRecruiter Nigeria

Job Profile:

• Maintains customer satisfaction by providing problem-solving resources; managing staff

Key Responsibilities

• Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
• Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
• Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed
• Coming up with innovative campaigns to reach customers and revive the company image

Key Requirements

A. Education / Qualifications:

• Degree in any discipline or equivalent
• Proficient in relevant computer applications
• Required language proficiency in English (Hausa, Yoruba and Pidgin English is a plus)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Extensive Experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Has experience in budgeting and planning
• Management skills
• Has the ability to lead a team and develop and implement standards, policies, and procedures.

B. Experience:

• At least 5 years’ experience as a customer care manager
• Around 10 years of experience in the Customer care/service field
• Having worked with a power generation company at any point in career is a plus

C.  Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Decision making
• Customer service orientation
• Analytical skills
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

 D. Attributes / Personal Characteristics

• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results