Customer Service Manager at Anadach Consulting

Our client has been a leading provider of world-class healthcare services for over 15 years in Lagos, The Facility is a growing family practice that places a strong emphasis on the delivery of high-quality Patient-centered family medicine.

As a result of expansion and strategic initiatives aimed at delivering increased value to the patient Experience, career opportunities exist for high performing professionals that can contribute in a rapidly growing organization.

Location: Victoria Island, Lagos

THE ROLE

The selected candidate must listen to the needs and desires of customers and lead a team of Customer Service Representatives. With an eye for satisfaction, they ensure that each customer has been given all possible attention needed for positive results through effective methods such as developing new techniques or improving processes in their systems.

Key Roles and Responsibilities  

• Improving customer service experience, create engaged customers and facilitate organic growth

• Taking ownership of customers issues and following problems through to resolution

• Setting a clear mission and deploying strategies focused towards that mission

• Supervising day-to-day operations in the customer service department.

• Responding to customer service issues in a timely manner.

• Creating effective customer service procedures, policies, and standards.

• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.

• Implementing an effective customer loyalty program.

• Maintaining accurate records and documenting all customer service activities and discussions.

• Assessing service statistics and preparing detailed reports on your findings.

• Hiring and training new customer service agents.

• Managing the approved budget of the customer service department.

• Staying informed on the latest industry techniques and methods.

Required Skills and Competencies

• Excellent oral communication skills 

• Intelligent and innovative approach to resolving challenges

• Positive, enthusiastic and friendly disposition 

• Ability to multitask with good attention to details

• Should be proficient with Microsoft Excel and Microsoft Word 

• Professional and pleasant telephone etiquette 

• Exceptional client interaction and relationship management skills 

• Strong interpersonal and organizational skills

• Accurate data management skills 

• High level of integrity

• Ability to use Electronic Medical Record (EMR) or willingness to learn

Qualification and Experience 

• A Bachelor’s Degree in a relevant field is required 

• Minimum of two years’ experience in a related role

• Excellent written and verbal communication skills

• Ability to foster and maintain relationships

• Organizational skills with the ability to manage numerous tasks and priorities at once

• Positive, service-oriented attitude

• Basic computer skills and excellent phone disposition

• Willingness to work independently or as part of a team