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Customer Service Representative Manager

2 months ago

Lagos, Lagos, Nigeria Uncle Stan's Foods Full time
Customer Service Representative Manager

Join our team as a Customer Service Representative Manager and lead a team of customer service representatives who deliver exceptional customer experiences through various channels. Leverage your expertise to handle customer inquiries, resolve issues, and ensure customer satisfaction while upholding company policies and procedures.

Key Responsibilities:
  • Customer Interaction:
    • Interact with customers professionally and courteously, addressing their inquiries, concerns, and feedback promptly and effectively.
    • Communicate clearly and effectively with customers via phone, email, chat, and in-person interactions, ensuring accurate understanding and resolution of their queries.
  • Problem Resolution:
    • Utilize your knowledge and experience to troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution whenever possible.
    • Collaborate with other departments such as sales, billing, and technical support to address complex customer issues and provide seamless service.
  • Product/Service Knowledge:
    • Demonstrate a comprehensive understanding of the company's products or services, including features, benefits, pricing, and policies, to assist customers effectively.
  • Documentation and Quality Assurance:
    • Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using appropriate documentation systems or software.
    • Adhere to quality standards and service level agreements to ensure consistently high-quality service delivery and customer satisfaction.
  • Training and Development:
    • Stay updated on product/service changes, industry trends, and customer service best practices through ongoing training and professional development activities.
    • Gather and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
Qualifications and Skills:
  • Minimum of one year of experience in a customer service role, preferably in a similar industry or environment.
  • Excellent communication skills, both verbal and written, with a customer-centric approach.
  • Strong problem-solving abilities and the capacity to handle challenging customer situations with empathy and professionalism.
  • Proficiency in using customer relationship management software and other relevant tools for managing customer interactions.
  • Ability to multitask and prioritize tasks effectively in a fast-paced environment.
  • Attention to detail and accuracy in documenting customer interactions and resolutions.
  • Flexibility to adapt to changing priorities and work schedules, including evenings, weekends, and holidays as needed.
  • Commitment to continuous learning and self-improvement to enhance job performance and customer satisfaction.