JOB TITLE: Customer Experience Manager
JOB LOCATION: Abuja (FCT)
Employment Type: Full-time
JOB DETAILS:
- The customer experience manager will ensure that our customers are satisfied.
- She will provide an outstanding customer service by leading and motivating the customer service team, developing loyalty programmes, and creating customer satisfaction goals.
- She must be a strategic business partner and collaborate effectively with the marketing and sales team on strategic initiatives.
Responsibilities
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- Design and improve the customer experience by building strong relationships with clients that are fostered by gathering customer feedback in real time
- Supervise day-to-day operations in the customer service department.
- Increase customer satisfaction & loyalty through quick response to customer service issues.
- Maintain accurate records and document all customer service activities and discussions
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Implement an effective & reliable customer loyalty programmes.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Participate in the hiring and training of new customer service personnel and other sales teams.
- Manage the approved budget of the customer service department.
- Keep a record of customer interaction and details of actions taken
- Build sustainable relationships with internal & external customers to guarantee customer satisfaction
- Develop surveys to understand customer issues and gauge their moods from time to time
- Set customer service goals for team members and help them reach those goals
- Interact with customers and handle customer queries and complaints in a timely manner
- Keep ahead of industry’s developments and apply best practices to areas of improvement
Requirements and Experience
- Bachelor’s Degree in Business Administration or relevant field.
- A minimum of 5 years of proven experience in a customer service position with two (2) years in leadership.
Required Skills:
- Good teamwork skills
- Proficiency in Microsoft Office and customer service software.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills
- Must be patient and good listening skill
- Ability to handle multiple tasks
- Proven Ability to use the ERP system
- Strong attention to detail
- Good organization and planning skills
- Good Interpersonal Relations skill.
Salary
N70,000 – N100,000 / month.
HOW TO APPLY
Interested and qualified candidates should send their CV and Cover Letter to: [email protected] using the Job Title as the subject of the email.
Note
- Applications received after this date will not be considered.
- Only shortlisted candidates will be contacted.
Deadline: November 19, 2021
Job Features
Job Category | Customer Service |