JOB TITLE: Customer Experience Unit Head
Location: Lagos
Overall Responsibility
- The Customer Experience Unit head is responsible for developing and implementing strategies to ensure interactions with customers reflect positively on the organization, monitor the activities of the TouchPoints to ensure compliance with set standards of courtesy and professionalism as well as improve customer relationship, and satisfaction & loyalty.
Job Description
- Identify opportunities for enhanced service delivery through e-channels and technology in order to optimize customer experience
- Take ownership of customer issues and follow problems through to resolution with a focus on identifying root causes
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Keep ahead of industry developments and apply best practices to areas of improvement
- Advise senior management on customer satisfaction measures, customer experience strategies initiatives and emerging issues to enable a customer-centric strategic decision and environment
- Lead and direct specific customer research programs and other forms of customer engagements, understand key concerns and issues in order to enhance customer experiences and service delivery
- Drive the development of customer service culture across the bank supported by effective policy and monitoring
Skills & Knowledge
- Bachelor’s Degree in Business Administration, Management Studies, or in a related discipline.
- Good knowledge of customer service software, databases, and tools
- 4-6 years of experience in the field of customer service or marketing
- Great communication and customer service skills
- Great organizational, time management and problem-solving skills
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Deadline: June 30, 2022
Job Features
Job Category | Customer Relationship Manager |