Global Profilers Recruitment (Head Customer Service) - 2015

Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Human Resources Generalist and Head Customer Service for our client who is an E-Commerce Company

Job Title: Head Customer Service

Location 
Lagos

Job Field
Customer Care

Duties
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
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 and 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

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