Communication Officer at Lagos Business School

To create and manage a sustained positive image of LBS as a world-class brand by professionally communicating and corresponding effectively with varied stakeholders from different cultures.

ESSENTIAL DUTIES/KEY JOB ROLES AND RESPONSIBILITIES include but not limited to the following:

• Providing customers with the information on the school’s educational programmes – MBA, EMBA. MMBA, SMP, AMP, CEP, AGMP, OMP, MAP, etc.
• Answering phones professionally from customers across culture and races and giving a meaningful and satisfactory feedback, in response to inquiries and complaints.
• Manage large amounts of inbound and outbound calls in a timely manner, routing inbound calls to the appropriate resources, and follow up complicated customer calls where required.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our database in a timely and comprehensible way.
• Have deep programme knowledge and exhibit familiarity with all LBS programme information.
• Ensure customer satisfaction- Actively listen to customers and provide them with solutions that are exactly what they needed
• Handling and resolving all customers complaints; obtaining and evaluating all relevant data to handle complaints and inquiries, and record details of comments, inquiries, complaints, and actions taken.
• Implement all communication policies as it relates to telecommunication and telecommunication devices in the school.
• Completing call notes and all call records and reports as necessary and updating information in the google drive and other database in use.
• Manage relationships with and prepare payments for communication vendors; keep records of all payments made. 
• Perform daily/monthly audit on all call channels and other telecommunication devices.
• Assist in any other task assigned

SKILLS REQUIREMENTS

• Excellent interpersonal skills, including tact and diplomacy and ability to interact at all levels in the school.
• Ability to manage multiple projects and work under tight deadlines. 
• Self-motivated with a zeal for continuous professional improvement.
• Results-focused, a self-starter, fast learner, energetic and able to work with minimum supervision  
• Organisational and planning skills.
• Cross-cultural communication skills
• Excellent written and verbal communication skills
• Excellent customer service skills (face to face, by email and on the phone)
• Excellent organizational and time management skills
• Ability to maintain excellent records, including using technology and databases
• IT literate to a high standard, including MS Office packages.
• Excellent attention to details and numeric skills.
• Ability to implement and follow administrative procedures in a thorough and rigorous manner.
• Enquiry handling and ability to explain basic procedure.

SPECIFIC QUALITIES AND DESIRABLE CRITERIA

• Commitment to teamwork and supporting others to action organization objectives and continually develop skills in response to changing work demand.
• Proactive and self-motivated individual with excellent cross-cultural communication accent.
• Ability to take initiatives and work with minimal supervision.
• Broad understanding of global standard, with a multinational work experience
• Active commitment to professional development.

QUALIFICATIONS  
Bachelors’ degree in any discipline (preferably Mass Communication or English)

Professional Qualification

EXPERIENCE
Should have at least 3 years’ experience working in similar role