Customer Service Manager I at Dangote

Job Summary 

• Manage customer relations by ensuring consistent quality in service delivery, customer satisfaction and, ultimately, customer loyalty.

Key Activities and Responsibilities

• Develop and lead the implementation of customer relations programmes or initiatives, including through operations with approved call centres.
• Develop dashboards and conduct periodic monitoring to ensure that customer relationship objectives are being met.
• Establish an effective system to ensure the prompt resolution of customer complaints or enquiries.
• Liaise with area managers to obtain and provide customer information.
• Conduct periodic customer surveys and communicate the results to the sales team and management.
• Coordinate the provision of information on customer concerns to area managers in the relevant areas and follow up to ensure resolution and customer satisfaction.
• Obtain qualitative and quantitative studies from specialist firms when necessary to improve Dangote Cement Senegal's customer service delivery.
• Perform any other tasks assigned as deemed necessary by the Sales Department.

Key Requirements
Qualifications and Professional Experience:

• Bachelor's Degree or equivalent in Marketing, Social Sciences or a similar discipline.
• Postgraduate degree
• Certification in customer management would be an added advantage
• Minimum of seven (7) years' experience, including at least two (2) years in a managerial position.

Skills and Competencies:

• A thorough understanding of trends, challenges, opportunities, regulations and legislation relating to the cement manufacturing industry.
• In-depth knowledge of Dangote's product and service offering.
• Thorough knowledge of customer relationship concepts, techniques and methodologies.
• Thorough knowledge of market/customer segmentation methodologies.
• Very good leadership and people management skills.
• Strong negotiation and relationship management skills.
• Very good communication, presentation and facilitation skills.
• Strong customer focus.
• High sense of responsibility.