Customer Service Manager at Ades Ventures Nigeria Limited

About the job

Ades Ventures Nigeria Limited is an indigenous company located in Ibadan, specialized in processing, production, exportation of African foods and drinks, and international business support services. We continue to increase our product range of quality African foods and drinks sold at very competitive prices to embrace a wider market. Our aim is to make top quality African and Caribbean foods and drinks accessible and affordable to consumers in and around London, the United Kingdom and in the EU.
The ideal candidate will ensure the smooth day to day running of the AVNL Support Team, ensuring that due process is followed and meeting expectations as and when due. The ideal candidate will act as mentor to the Support Team as they deliver a unique service, providing high quality remote support to Ades Limited UK and other clients.
Responsibilities

• To provide oversight functions to the growing Support Team
• To support the HR Department in recruiting and training of team members
• To liaise with the ICT Team in ensuring that all equipment and networks are working optimally.
• To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
• To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that deadlines are met.
• To identify and highlight best practices in the Support Team through continuous assessment and recommendations to the Management.
• To ensure that all team members comply to the organization’s policies as it relates to different matters, and reporting deviations to the management for investigation and disciplinary actions.
• To compile reports on the Support Team’s activities and communicating findings to the Management, and to respond to any further requests for data that are required for analysis.
• To supervise and work with the Call Center & Customer Service Team in analyzing feedbacks and communicating feedback to the management.
• To supervise and work with the Inventory Team in ensuring smooth processing and delivery of orders.
• To supervise and work with the CCTV Team and ensure strict adherence to Data Protection Policy
• To supervise and work with the Online Team in all areas which include Social Media Management, Digital Marketing, Live Chat, Graphic Design, etc.
• To ensure that all team members strictly adhere to the Privacy and Data Protection Policies.
• To conduct performance appraisals for the team, identifying weaknesses and offering training and mentoring in areas that require it.
• To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
• Maintain orderly workflow according to priorities

Essential Skills

• 2 years (minimum) of Proven working experience as a Customer Service Manager, Retail Manager or assistant manager
• Exceptional communication and managerial skills
• Excellent knowledge of management methods and techniques
• Possess cultural awareness and sensitivity.
• Exceptional interpersonal and customer service skills
• Proven ability to work within a cross-departmental team.
• Self-motivated with ability to think strategically and lead
• Basic knowledge of Sage systems (as an added advantage)
• Basic knowledge in Graphic Design as an added advantage
• Intermediate knowledge of HTML

Key Competencies

• BSc/HND in any management or I.T. related field (M.sc an added advantage)
• Previous work experience in providing customer service support (3 years Minimum)
• Working knowledge of customer service software, databases, and tools
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Professional I.T. Skills
• Excellent written and verbal communication skills.
• Exceptional report presentation skills
• Advanced troubleshooting and multitasking skills
• Keep ahead of industry’s developments and apply best practices to areas of improvement