Customer Service Manager at PG Consulting limited

Reports To: The Managing Director

Job Summary:

• Provide excellent customer service and promote this culture throughout the organization.
• Keep the department running in an efficient and profitable manner
• Increase customer satisfaction, loyalty and customers’ retention and meet their expectations.
• Develop customer service standards, policies and procedures for the organization or department.
• Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities.

Job Responsibilities:

• Act as the first point for customers complains; resolving customer issues and attaining efficiency goals.
• Responsible for communication to and retention of client accounts.
• Responsible for the leadership objectives of the organizations customers account.
• Liaise with the freight forwarding and supply chain unit for adequate information to customers.
• Resolve complaints and order issues.
• Ask customers to provide feedback on agents and customer service experience.
• Keep abreast of new policies in the industry
• Isolate and identify areas of improvement; make recommendations to be adapted.
• Support the FMCG Chain unit in service delivery monitoring to customers.
• Leverage IT (social media) to respond to customer complaints and praise.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Work closely between the supply chain and sales operations management.
• Ensures compliance with regulations, legislation and quality compliance policies.
• Any other duty that may be assigned by the MD from time to time.

Job Knowledge, Skills, Experience & Education:

• B.Sc/Hnd  in any Social Science field (Professional certification will be an added advantage)
• Ideal candidates MUST have industry experience i.e. FMCG
• In-depth knowledge of customer service policies and practices
• Proficiency in CRM systems, MS Office applications
• Cognate experience in customer service roles (Please note this is not for Sales or Marketing functions)
• At least 5- 15 years experience in a Senior customer service management role

Personal Attributes:

• Have a deep desire to work in the beauty industry
• Very sociable
• Very social media savvy and knowledgeable of current trends
• Ability to work well with others and influence subordinates to work
• Excellent written and verbal communication skills
• Ability to work flexibly and under initiative to achieve set objectives
• Open to challenges.