Nigeria Customer Experience Coordinator

1 month ago


Port Harcourt, Rivers State, Nigeria One Acre Fund Full time

About the Role

We are looking for a passionate Customer Experience Coordinator, who will manage the primary points of contact for our customers, ensuring every interaction is an outstanding experience. You will manage inquiries, resolve complaints, and proactively reach out to customers to gather feedback. Your role is crucial in maintaining customer satisfaction and loyalty, contributing to the our organization's overall success.

You will report to the Business Analysis Specialist and manage a range of 2-6 people under the Customer Experience Team.

Responsibilities

  • CE Function Management
    • Promote inbound and outbound calls execution Goals.
    • Collaborate with CE Officers to develop hotline reports and continuously review and enhance CE trainings, policies, and Service Level Agreements.
    • Manage CP/CX survey forms, dashboards, and reports, and set weekly survey targets.
    • Build team capability for better first contact resolution and implement a system for resolving escalated enquiries and complaints.
  • Team and Performance Management
    • Build the CE team's skills and coordinate their daily operations and activities.
    • Perform quality checks on tickets and call records to ensure satisfactory customer service.
    • Develop SOPs to enhance the efficiency of call center teams and create a conducive work environment.
    • Ensure accurate ticket categorization and prompt resolution, and conduct bi-annual performance reviews of the CE team.
  • CE Improvement Tasks
    • Develop, align, and implement the call center operational strategy.
    • Identify areas for improvement in Customer Experience processes and propose solutions.
    • Create a weekly Customer Experience Journey report and project-specific dashboards, presenting findings and progress to the Country Leadership.
  • Unit's Liaison and Collaboration
    • Coordinate with other departments to handle call and SMS-related cases
    • Share the monthly Service Level Agreement SLA report with all team members and supporting teams.
    • Represent the team in any meetings with external partners
    • Review all call or SMS-related reports from team members and share or delegate sharing with relevant department.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You'll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You'll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

  • 2+ years proven customer support experience with a minimum of 1 year working as customer experience lead
  • Familiarity with CRM systems and practices
  • Strong phone contact handling skills and active listening
  • Experience interpreting and responding to customer requests.
  • Data analysis and data manipulation is required
  • Proficiency in Microsoft Office suite or google sheets and docs
  • Proficiecy in Hausa language.

Preferred Start Date

As soon as possible

Job Location

Minna, Nigeria

Benefits

Health insurance, paid time off

Eligibility

This role is only open to citizens or permanent residents of Nigeria

Application Deadline

23 September 2024



  • Port Harcourt, Rivers State, Nigeria One Acre Fund Full time

    About the RoleOur client Data Management Coordinator oversees all important client data management and works with our core operations daily. You will design innovations that support our in country Business Operations teams and partner departments. You will report directly to the Business Analysis Coordinator.ResponsibilitiesData ManagementManage clients'...

  • Logictics Coordinator

    5 months ago


    Port Harcourt, Rivers State, Nigeria Naurex Nigeria Full time

    Coordinate material delivery to SITE through COMPANY base including planning and coordination of the inspection.Prepare and daily update Logistics planning.Coordinate with project teams, the identification of the logistics requirements for personnel(Accommodation, transportation, air tickets, etc.)Coordinate with the Logistics staff from other...


  • Port Harcourt, Rivers State, Nigeria British Council Full time

    About Exams Invigilators Nigeria We are looking for suitably qualified candidates to ensure that any test administered by the British Council runs smoothly on the test day/s and that all assigned test day duties and standards are met. The post holder will be part of Nigeria Exams team. The post holder will be part of a wider pool of test day personnel,...


  • Port Harcourt, Rivers State, Nigeria One Acre Fund Full time

    About the RoleThe Agric. Extension Officer role at One Acre Fund Nigeria is a permanent, mid-level position within the Field Operations department, based in Minna, Nigeria, and reporting directly to the Field Operations Specialist. This important role focuses on ensuring effective agronomic practices, coordinating expansion efforts, and impacting 1 million...


  • Port Harcourt, Rivers State, Nigeria Uniterm Nigeria Limited Full time

    Roles and Responsibilities:Oversee food preparation and cleaning activities.Ensure that galley personnel and food preparation meet hygiene requirements.Ensure that daily activities and those of the galley crew are carried out in a safe and healthy manner, with minimal environmental impact.Qualifications and Experience:The Assistant Facilities Coordinator...


  • Port Harcourt, Rivers State, Nigeria Almoners Petroleum and Gas Limited Full time

    { "description_formatted": "We are looking for a personable, attentive, and customer-centric individual to become part of our team in the role of Customer Care Representative.As the initial contact for our clients, your duties will include delivering excellent service, addressing inquiries, and solving issues promptly and...

  • QHSE Coordinator

    1 month ago


    Port Harcourt, Rivers State, Nigeria BOURBON Oil & Gas Full time

    MISSIONAssist QHSE Manager in ensuring continuous improvement of operational safety management knowledge and application within the organization.Description and Expected Outcome/Performance IndicatorsImplementation of pre-task planning tools: Job Safety Analysis, Tool Box Talk, etc.Implementation of proactive tools Bsafe Cards, Stop Work, Near Miss...


  • Port Harcourt, Rivers State, Nigeria Terra Energy Services Nigeria Limited Full time

    Job Responsibilities:Ensure onsite training event activities are performed as per the "Event Readiness Process/System"Provide Emergency support / help for trainingEnsure the Event Facilities are setup correctly and have the necessary equipmentCommunicate with instructors and outside vendors in both written and spoken correspondenceSupport the facilitator and...


  • Port Harcourt, Rivers State, Nigeria One Acre Fund Full time

    About the RoleYou will support the Trees Lead in operation and execution of the Trees program, overseeing trials and managing field staff. You will directly manage up to 5 supervisors and lead all aspects of operation for the economic trees program across multiple states in Nigeria. You will report directly to the Trees LeadResponsibilitiesDesign Trials and...


  • Port Harcourt, Rivers State, Nigeria Estrada International Staffing Solutions Full time

    Job objectives:Do you have a passion for optimizing production processes and ensuring top-tier product quality? As the Production Coordinator Feed Mill, you will oversee the daily operations of our feed mill, leveraging available resources to produce high-quality feed for our birds. Your role is pivotal in managing the production process, ensuring safety,...

  • Security Coordinator

    4 weeks ago


    Port Harcourt, Rivers State, Nigeria Felton Energy Services Ltd FESL Full time

    ACTIVITIESCoordinate Onne Site Security Operations entailing the protection of life and properties.Carryout security induction for personnel and Government security forces including VPSHR awareness trainingConduct quarterly security drill to test security response plan and effectivenessCoordinate GSF, Civil guards and ensure deployment of escort resource as...


  • Port Harcourt, Rivers State, Nigeria TechnipFMC NIG LTD Full time

    Job PurposeCoordinates service operations executed by the Technical Service Personnel. Ensures the optimization of QHSES and compliance to policies and regulations at work sites, onshore and offshoreJob DescriptionCoordinates Field services operations, ensures compliance with established sales and cost budgets and schedulesEnsures site organization of...


  • Port Harcourt, Rivers State, Nigeria WTS Energy Full time

    Job SummarySupervise the execution of the pre-commissioning works Ensure conformity of the lines with the specifications. Manage and coordinate Contractors and Sub Contractor operational activities offshore supervision: ensure the Work is performed safely, efficiently, by schedule, and all contract requirements. Shall be responsible for the coordination of...


  • Port Harcourt, Rivers State, Nigeria Denna Rossi Limited Full time

    Job BriefWe currently seek a customer-oriented service representative to join our team.Our target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.Your responsibilities entails interfacing with stakeholders to facilitate relationships between our company and its clients, resolve...


  • Port Harcourt, Rivers State, Nigeria Oilserv Limited Full time

    Job SummaryCoordinate efforts at all levels of technical specialists to review and approve supporting deliverables for project development, detailed design and close out. Oversee and direct the work of discipline engineers, technologists, designers, and external resources in the engineering process including: a development of project costs, schedule...


  • Port Harcourt, Rivers State, Nigeria Excel and Grace Consulting Full time

    Key ResponsibilitiesGreet customers warmly and professionally, both in-person and online.Answer customer inquiries and provide accurate information about our menu, services, and promotions.Resolve customer complaints and issues in a timely and satisfactory manner.Ensure that customer orders are processed accurately and efficiently.Maintain a positive and...

  • QA / QC Coordinator

    1 month ago


    Port Harcourt, Rivers State, Nigeria Karsto Global Resources Limited Full time

    Responsibilities / Summary of FunctionsAssist in the implementation of the QA/QC management system at the site.Assist quality inspections with all the site sub-contractors and vendors; and all non-destructive testing on site.Coordinate all receipt inspections.Distribute relevant QA/QC documentation to site subcontractors.Assist in verification to make sure...


  • Port Harcourt, Rivers State, Nigeria Dangote Full time

    Job Summary:The Dangote Cement Plc is seeking an Area Sales Manager to oversee sales activities within South-South Nigeria in the Cement Industry.The Area Sales Manager will coordinate and execute sales strategies to meet customer needs and drive revenue generation for the area.Key Duties and ResponsibilitiesCoordinate the execution and implementation of the...


  • Port Harcourt, Rivers State, Nigeria Ikosh Nigeria Limited Full time

    Role DescriptionThis is a full-time on-site role for a Health Safety Environment Officer at IKOSH NIGERIA LIMITED located in Rivers State, Nigeria.The Health Safety Environment Officer will be responsible for overseeing health and safety protocols, conducting risk assessments, implementing safety procedures, and ensuring compliance with occupational health...


  • Port Harcourt, Rivers State, Nigeria One Acre Fund Full time

    About The RoleThe Nigeria Supply Chain team brings high-quality, life-changing inputs to our farmers at most efficient cost possible. The macro-economic context and farmers reality is more dynamic than ever before. This requires our OAF supply chain to be more agile with evolving processes, applying supply chain management and industry best practices to the...