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Mikano, with her new technology, skills and experience coupled with the high-tech latest modern machines acquired has been in the forefront of manufacturing and assembling of generating sets in the world.
Vision.
To be recognized as the leading solution provider and a preferred partner in the electrical, mechanical, steel fabrication and general civil w...
Customer Care Manager: Maintains customer satisfaction by providing problem-solving resources; managing staff
Group / Department: Marketing/ Customer Care
Job Title: Manager
Direct Manager: Marketing Manager
Accountabilities
- 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
Job Dimensions
- Serve as an intermediary between the company and call agents, strategizing in serving the clients best interest keeping the companies interest as a top priority; Ensuring that the channel of communication is valid and effective
Success Factors
- Organized and systematic Customer Care Unit, whereby the process of communication is valid and effective
- Building a strong team
- Using radical methods to achieve goals & objectives
- Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
- Achieving maximum customer satisfaction
- Not allowing any issue to drop unanswered (following up all communication regularly)
- Significant increase in customer satisfaction generates increase in sales
- Communication & Working Relationships
External: customers, Prospects/Potential Customers, system provider
Internal:
Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager
Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives
Education / Knowledge / Experience / Skills
A. Education / Qualifications:
High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency in English (Hausa, Yoruba and Pigeon 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 6 years’ experience as a customer care manager, has around 10 years of experience in the Customer care/service field, 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
Attributes / Personal Characteristics
Professionalism and work ethics
Positive attitude and energy
Proactive, persuasive and self-confident
Dedicated in delivering the objective and results