Customer Service Manager at Platinum Careers

Job Description:

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Analyzing statistics or other data to determine the level of customer service the organization is providing.
• Writing reports, analyzing the customer service that the organization provides
• Recruit, mentor and develop employees through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• 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.
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Maintain an orderly workflow according to priorities

Requirements

• Minimum of Bachelor’s Degree in related field
• Minimum 10-12 years’ work experience in a similar position or role.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Must reside in Lagos
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead