Customer Relationship Manager, Mfamosing at HBM Nigeria Plc (Formerly Lafarge)

About the job

The job objective is to increase customer satisfaction and loyalty through Innovative complaint management and customer relationship. Leverage IT and develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities.

What you'll be doing

• Performs all tasks in a safe and efficient manner.
• Build and maintain superior relationship with customers through market visits and innovative initiatives.
• Implement customer service policies and procedures.
• Drives service excellence with a focus on achieving continuous improvement.
• Responsible for providing customer feedback to management for on-time decision making.
• Create and run campaigns to help retain customers and help to improve sales.
• Responsible for improving ratings across all Customer Service Performance Matrix e.g.CSAT, NPS, CES, etc.
• Collaborates with other units for effective service delivery.
• Handle complex and escalated customer service issues.
• Make recommendations to management to improve customer experience

Who you'll be working with

List of direct reports:

• NA

Key interfaces, stakeholders and relationships:

• Commercial (Sales & Marketing)
• Finance
• Supply Chain (Logistics & Procurement)
• CPASD
• Transport

Key Performance Indicators

• Customer Channel Utilization
• Innovation
• Average Speed of Issue Resolution
• CS Matrices
• Reduced Customer Churn Rate
• Retention Rate
• Revenue Assurance
• NPS
• CSAT

What we are looking for 

Level of Education required:

• Bachelor’s Degree/Higher National Diploma in any field

Specific Work experience:

• Minimum of 4 years’ experience in the Customer Service / Call Center domain, with at least 1 year managing people.
• Proficient in Microsoft Office Suite/Google Docs and CRM platforms such as Salesforce.com.
• Able to build and maintain effective working relationships to ensure business objectives and priorities are successfully supported, communicated, and executed within the Business organization.
• Must be familiar with Customer Service/Call Center matrices.
• Excellent interpersonal communication skills including a proven ability to listen and understand customers.
• Must have an innovative mindset.

Technical / Functional Skills:

• Critical Thinking and Problem-Solving Skills
• Planning and Organizing
• Communication Skills
• Persuasiveness
• Reporting Skills

Behavioral competence

• Integrity
• ​Dependable
• Deadline-Oriented
• Accountability

Leadership and managerial abilities:

• Decision-Making
• People Management
• Conflict Management
• Business Negotiation
• Ownership