Customer Experience Manager at WorkCentral Nigeria

About the job

• We are seeking a dynamic and customer-focused Customer Experience & Front Desk Manager to oversee front desk operations, ensure excellent customer service delivery, and enhance overall client satisfaction. This person will be responsible for managing reception duties, handling inquiries and ensuring a seamless and professional first point of contact for our organization.

Key Responsibilities:

Front Desk Management:

• Oversee daily front desk operations, ensuring a welcoming and professional environment.
• Greet and assist visitors, clients, and vendors courteously.
• Manage incoming calls, emails, and inquiries efficiently.
• Creating/ generating content from their location following the lead of the overall Social media manager

Customer Experience & Satisfaction:

• Develop and implement strategies to improve overall customer experience.
• Address customer inquiries, concerns, and complaints promptly and professionally.
• Conduct periodic customer satisfaction surveys and analyze feedback for improvement.

Administrative & Operational Support:

• Maintain accurate records of customer interactions and front desk operations.
• Manage appointment scheduling, bookings, and visitor logs.
• Ensure front office cleanliness and organization always.

Team Coordination & Supervision:

• Train and oversee front desk staff or support personnel as needed.
• Ensure adherence to company policies and customer service protocols.
• Collaborate with other departments to optimize customer engagement.

Brand Representation & Customer Relations:

• Act as a brand ambassador, ensuring that company values are reflected in all interactions.
• Foster strong relationships with clients, ensuring a positive and lasting impression.

Requirements

Skills & Qualifications:

• Educational Background: Bachelor’s degree in Business Administration, Hospitality, Communications, or a related field.
• Experience: Minimum of 2 years of experience in customer service, front desk management, or a related role.
• Communication Skills: Excellent verbal and written communication skills.
• Interpersonal Skills: Strong ability to engage and build rapport with customers and visitors.
• Problem-Solving: Ability to handle complaints, resolve issues, and provide timely solutions.
• Organizational Skills: Strong multitasking ability with keen attention to detail.
• Technical Proficiency: Proficient in Microsoft Office Suite, CRM software, and office management tools.
• Leadership Abilities: Experience in supervising and managing front desk personnel or support teams.
• Professionalism: Excellent grooming, etiquette, and customer-first mindset.
• Flexibility: Willingness to work flexible hours as needed.