Customer Care Manager at a Power Generating Company - Best Search Recruitment Limited

Best Search Recruitment Limited - On behalf of our client, a power generating company, we are searching for a candidate to fill the position of:



Job Title: Customer Care Manager

Location: Lagos

Responsibilities

• Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
• Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
• Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing

Qualification

• University degree with at least 6 years experience as a customer care manager, has around 10 years of experience in the Customer care/service field, worked with a power generation company at any point in career is a plus
• Proficient in relevant computer applications
• Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Extensive Experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Has experience in budgeting and planning
• Management skills
• Has the ability to lead a team and develop and implement standards, policies, and procedures.

Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Decision making
• Customer service orientation
• Analytical skills
• Organizational skills
• Attention to detail

Application Closing Date
30th June, 2015

How to Apply
Interested and qualified candidates should send their CV's to: adenike@bestsearch.com