Jobs in an E-Commerce Company via Global Profilers

Job Summary

Responsible for directing the overall provision of people management services. Also responsible for driving the effective implementation of Human Resources processes, policies and procedures. To contribute at both a strategic and operational level in order to identify HR priorities and recommend appropriate people management solutions which support business aims. 

Job Responsibilities

• Responsible for manpower planning and identifying the hiring needs yearly
• Responsible for designing recruitment and selection policies and manuals as well as training managers on these.
• Obtain hiring needs from line managers and is involved in the selection and decision making process.
• Prepare offer letters, carry out reference checks, manage confirmation of new hires.
• Monitor and review the company’s salary and benefits structure to ensure a balance between control of costs and attracting/retaining staff.
• Gather and analyze market data to measure the competitiveness of the Board’s compensation and benefits package, and make recommendations as appropriate.
• Advise management on PAYE, pension, welfare and insurance schemes.
• Maintain current records of all staff details with respect to personal information, salary and benefits such as welfare, Group Life Insurance, Pension, medicals etc.
• Coordinate disciplinary and grievance procedures, working with the Legal department where necessary
• Conduct exit interviews when necessary.
• Formulate and implement sound, current and innovative HR policies in line with labour laws and business objectives. Ensure they are communicated to employees and implemented company wide.
• Develop and maintain relationships with external training bodies, examination bodies and recruitment consultants.
• Design new staff training programmes and update existing ones.
• Ensure an effective performance management is in place which is tied to the business strategy.
• Prepare and presents reports to management team

Qualification/Experience

• Minimum of five years in Human Resources and two years in a Supervisory capacity
• Bachelor’s degree in Industrial Relations and Personal Management, Law or Social Sciences
• Masters degree in Human Resources or MBA is an added advantage
• Qualified CIPM/CIPD/SHRM or registered member is compulsory
• Knowledgeable on HR procedures and policies
• Knowledgeable on the application of Nigerian labour laws
• Project Management Experience

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RESPONSIBILITIES:

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs 

QUALIFICATION AND EXPERIENCE:

• Relevant Bachelor's Degree
• 8-10years Customer Service Experience
• 5 years Supervisory Experience
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Product knowledge
• Call Centre Experience

Expectations/Skills

• Interest and enjoyment in working with people
• Polite and tactful personality
• Numerical Skills
• Ability to plan
• Patient
• Able to work calmly under pressure
• IT skills