Vacancy in a Leading Power Solution Provider (Customer Care Manager) - 2015

Our client is one of the leading power solution provider in Nigeria employing over 1500 employees. With a wide operational base and branch network, which spreads across West Africa, the company has maintained a leading position in the generator sales and services sector in Nigeria. Due to expansion, the company now has an opening for the following psoitions to be based in Lagos

Job Title: Customer Care Manager

Location 
Lagos

Job Field
Customer Care

Job Profile
Maintains customer satisfaction by providing problem-solving resources; managing staff

Key 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 information and applications.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes information systems and organization mission by completing related results as needed
Coming up with innovative campaigns to reach customers and revive the company image

Education, Qualifications
Degree in any discipline or equivalent
Proficient in relevant computer applications
Required language proficiency in English, Hausa, Yoruba and Pidgin 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.

Experience
At least 5 years’ experience as a customer care manager
Around 10 years of experience in the Customer care/service field
Having worked with a power generation company at any point in career is a plus

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
Judgment
Adaptability
Team work
Stress tolerance
Resilience

Attributes, Personal Characteristics
Professionalism and work ethics
Positive attitude and energy
Proactive, persuasive and self-confident
Dedicated in delivering the objective and results

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