Jobs at Dangote

Job Summary

• To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner.
• This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention

Duties and Responsibilities

• Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams.
• Oversee the call-off request function, ensuring adherence to all processing and validation SLAs.
• Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.
• Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements.
• Develop and implement customer service policies, standards, and procedures across all teams.

Key Interfaces:

• Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
• External: Key Partner Stations/Customers.

Requirements

• BSc / MSc in Business Management or a related field.
• 10+ years of experience in a customer service leadership role, preferably in a B2B environment.
• Proven experience designing and managing multi-channel customer service operations.
• Strong analytical skills with the ability to use data to improve the customer experience.
• Exceptional empathy, communication, and problem-solving skills.

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Job Purpose / Summary

• To manage the regional Service Support team and own the customer experience within a specific geographical area.
• This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.

Duties and Responsibilities

• Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
• Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
• Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
• Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.

Key Interfaces:

• Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
• External: Customers within the region.

Requirements

• BSc in Business Administration or a related discipline.
• 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Direct experience in Nigeria's downstream oil and gas retail sector is mandatory.
• Strong understanding of customer service principles and practices.
• Excellent leadership, coaching, and conflict resolution skills.
• Willingness to travel within the designated region.

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Job Purpose / Summary

• To act as the gatekeeper for all incoming delivery requests, validating each "call-off" against all prerequisites before certifying it as ready for scheduling.
• This role ensures the integrity and accuracy of the entire scheduling process.

Duties and Responsibilities

• Receive, log, and acknowledge all customer delivery "call-off" requests submitted via the company’s application.
• Verify that all conditions for each request are met, including station ullage confirmation, clear account status, and correct application of any rolling balances.
• Proactively engage with customers or the commercial team to resolve any unmet conditions, ensuring orders do not get stuck in the system.
• Serve as the first point of contact for resolving discrepancies related to order quantities or product balances.
• Communicate the final, validated list of "ready-to-schedule" call-offs to the Scheduling Team.

Key Interfaces:

• Internal: Distribution Planning Team, Scheduling Team, Customer Success (all levels).
• External: Customers.

Requirements

• BSc in Business Administration, Logistics, or a related field.
• 2-4 years of experience in order management, customer service, or logistics coordination.
• High attention to detail and a methodical approach to processes.
• Strong problem-solving skills and the ability to communicate clearly and professionally with customers.
• Proficiency in ERP and CRM systems.