Job Openings at Eat 'N' Go Limited

Location: Victoria Island, Lagos

Purpose / Role

• The Call Centre Manager (CCM) is responsible for the daily running and management of the call centre through the effective use of resources.
• He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
• CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

Prime Responsibilities and Duties

• Manages and directs all aspects of inbound contact center operations.
• Implements and reviews contact center inbound policies and procedures.
• Develops and monitors quotas for service volume and timeliness.
• Call Center Manager is responsible for managing the Call Center Representatives
• Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
• Manage calls from customers to ensure all queries are answered.
• Ensure complaints are answered immediately.
• Setting and meeting performance targets for speed, efficiency, sales and quality; managing the daily running of the call Centre.
• Liaise with Ops team to gather information and resolve customer complaint
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimize errors and track operative performance;
• Recording statistics, user rates and the performance levels of the Centre and preparing reports
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.
• Improve the customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports improvement

Other Duties:

• Other duties that may be assigned by the Marketing Director.

Reports:

• Monthly report to the Marketing Director.

Qualifications

• First Degree in any Social Sciences or Business Management course.
• 6 - 8 years experience in Call Center Management / Customer Care Service.
• Prior experience in TELCO would be an added advantage.
• Excellent skills in Conflict and complaint resolution.
• Proficiency in the use of English.
• Must be customer service oriented.

go to method of application »

Location: Victoria Island, Lagos

Job Description

• Providing ongoing reports (Daily, Weekly, Monthly) for actionable decision making
• Assisting the team in handling Ad-Hoc analysis and other data related tasks.
• Identifying, analyse, and interpret trends or patterns in complex data sets using various statistical techniques
• Utilizing technical and programming skills to enhance and develop process automation
• Acquiring data from primary or secondary data sources, administer and maintain databases/data systems
• Monitoring performance and quality control plans to identify improvements.
• Identifying patterns and trends in data sets

Qualifications

• 2 years of relevant experience is preferred
• Bachelor’s Degree in Mathematics, Statistics, Computer Science, Economics
• Master’s Degree in Mathematics, Statistics, or any other field. Bachelor’s with relevant skills and/or experiences may also apply
• Experience in the food/hospitality industry is desirable
• Strong problem-solving skills with an ability to multitask and work under pressure
• Advanced Excel and visualization skills
• Understanding of VBA is plus
• Querying databases (SQL)
• A drive to learn, master and recommend technologies and techniques
• Knowledge of statistics and experience using statistical packages for analysing datasets (Excel, SPSS
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings

go to method of application »

Location: Victoria Island, Lagos

Job Description

• Assist in developing promotional strategies for brand awareness and profitability.
• Identify innovative business ideas to increase business prospects.
• Provide feedback into product development and service offers and participates in their development; collaborate to create, launch, and track performance of product and service offerings in our markets.
• Develop and deliver appropriate field sales/marketing enablement tools.
• Develop, establish, and maintain marketing strategies to meet organizational objectives.
• Demonstrate effective management of the marketing, advertising, and promotional activities of the organization.
• Execute online and offline marketing initiatives, integrating online and new media, email, print, direct mail, social media, company websites, SEM/SEO strategy development, brand awareness and drip marketing initiatives.
• Support the Brand Manager to introduce new products to the market
• Provide assistance on press releases, contributed articles, presentations, events, and conferences.
• Market Research and Competitive Intelligence.
• Understand the products and services offering and approach of key competitors.
• Communicate products and services differentiation to sales and provides input to Brand Manager.
• Conduct marketing surveys on current and new service concept.
• To assist the Brand Manager in executing and coordinating the brand and promotional activities.

Qualifications

• Bachelor’s Degree or equivalent professional experience in Marketing, Public Relations or relevant field.
• 3 - 4 years experience in marketing, communications, or public relations with demonstrated success, preferably in a restaurant brand, hospitality or FMCG sector. Experience working on the agency and client side will be an added advantage.
• Demonstrated skills, knowledge and experience in the design and execution of marketing, communications and public relations plans and activities.
• Good creative, strategic, analytical, organizational and personal sales skills.
• Experience overseeing the design and production of print materials and publications.
• Computer literacy in word processing, data base management and page layout.
• Strong oral and written communications skills.
• Ability to manage multiple projects at a time.