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Full Time |
Lagos |
Posted 2 years ago |
JOB TITLE: Customer Service Manager
JOB LOCATION: Yaba, Lagos
Employment Type: Full-time
JOB DETAILS:
- They are looking to hire a qualified candidate for the position of Customer Service Professional with vast knowledge in customer acquisition, retention and loyalty strategies, managing irate clients, and brand/client social media campaigns.
- Preferably Female
Responsibilities
- Cultivating solid relationships with clients through the provision of exceptional after-sales service.
- Creating a positive onboarding experience for all new clients.
- Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.
- Persuade customers to reconsider the rollover of their investments instead of liquidation.
- Investigate and solve customers’ problems, which may be complex or long-standing, that have been passed on by customer service assistants
- develop feedback or complaints procedures for customers to use
- improve customer service procedures, policies and standards for your organization or department
- Meet with other managers to discuss possible improvements to customer service
- Train your team to deliver a high standard of customer service
- lead or supervise a team of customer service staff
- Learn about your organization’s products or services and keep up to date with changes
- Keep accurate records of discussions or correspondence with customers
- To oversee the client experience (CX) team, making sure that each team member is efficient and effective in the resolution of client issues.
- To supervise the activities of the client experience team to ensure their interaction with clients reflects positively on the company.
- Expected to monitor the activities of the client service team to ensure compliance with acceptable standards of client service.
- Conduct studies and research to discover new techniques necessary for improving client experience.
- Organize training programs for client experience representatives in order to update their job knowledge and enhance their skills.
- Source for new business prospects and follow up on referrals from existing clients.
- Ensure that all records of all existing and potential clients are properly maintained and updated.
- Ensure timely communication of information regarding investments to both client and management.
- Ensure effective and timely communication of information to both client and management on any pre-liquidation and post-liquidation of investment.
- Ensure that client inquiries are responded to in a timely and professional manner.
- Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.
- Draft client service agreement providing details on the scope of service and compensation.
- Provide accurate, valid and complete by using the right methods/tools
- Keep records of customer interactions, process customer accounts and file documents.
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Requirements and skills
- BSc / BA in Business Administration, Marketing or a related field
- Required experience of 3-5 years as a Client Relations Manager or Relationship Manager
- Proven track record of meeting and exceeding targets
- Background in the customer service industry
- A customer-oriented attitude
- Excellent communication and negotiation skills
- Problem-solving aptitude
- Ability to work well with a team
- Excellent interpersonal skills.
- Ability to network and build business relationships.
HOW TO APPLY
Interested and qualified candidates should send their CV to: [email protected] using “Customer Service Manager” as the subject of the email.
Deadline: August 31, 2022
Job Features
Job Category | Customer Care |