Head, Customer Service at Health Plus Limited

Reference #: HP/CS/HCSU/10
Location: Lagos, Nigeria
Contract Type: Permanent

Job Functions

• Banking,Call Centre,Client Services,Communications,Data Management,Operator,Public Relations,Quality Control,Sales,Social Media,Strategic Communication

Industries:

• Call Centre & Helpdesk,Consulting Services,Ecommerce,ICT - Information & Communications Technology,Retail,Wholesale

Specification

• Partner with the management team to align customer service department policies and systems with the company's objectives
• Act as the “Voice of the Customer” within the organisation
• Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department
• Provide feedback to management regarding service failures or customer concerns
• Oversee customer issues and ensures effective resolution
• Ensure professional responses are given (within pre-agreed SLAs) to all enquirers, requests or complaints received from customers
• Improve First Call Resolution, Average Handling Times and other contact center metrics
• Continually develop self and stay abreast of customer service trends
• Coach Customer Service Team in order to achieve high performance
• Develop training plan for the department
• Perform other related duties as assigned

Requirements

• Bachelor's Degree in any technical field
• Master's Degree in a related field is an added advantage
• 12 years experience in a structured organisation, covering a range of service functional areas, 6 years of which must be in a managerial capacity
• Leadership, managerial and team building skills
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• Awareness of industry’s customer service trends
• Strong client-facing and communication skills (i.e. Active listening, understanding, speaking/writing)
• Excellent customer service orientation
• Professional membership with CICRM or a related professional body is an added advantage
• Advanced troubleshooting and multi-tasking skills
• Planning & organisational Skill
• Good problem solving and decision making skills
• Excellent verbal and written communication skills
• Ability to influence and show empathy
• Strong negotiation skills
• High standard of attention to detail
• Advanced Knowledge of Microsoft Office Suite like Word, Outlook, and Excel

Salary
Market Related.