Customer Service Manager

2 days ago

Lagos, Lagos, Nigeria Fadac Resources Full time

Job Summary

  • Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets.
  • They are engineers and problem-solvers working diligently to provide affordable, accessible, reliable broadband and technology solutions that cater to homes and businesses. Due to expansion, they are in need of a Customer Service Manager

Responsibilities

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
  • Improve onboarding processes.
  • Evaluate and improve tutorials and other communication infrastructure.
  • Mediate between clients and the organization.
  • Handle and resolve customer requests and complaints.
  • Learn from complaints and use customer feedback to improve services.
  • Develop relationships with key stakeholders, including partners and key community groups.

Requirements

  • At least 3 -5 year's experience in IT services industry
  • Capable of developing and improving our Customer Service approach, strategy and implementation
  • An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
  • The ability to use your own initiative, balance priorities and work with minimal supervision.
  • Self-motivated and passionate about improving the quality of customer service.
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Excellent communication and interpersonal skills.
  • Demonstrate leadership qualities.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes.
  • Experience in document creation.

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