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Customer Service Manager HND / BA / BSc Job

2024-06-27 08:25   Customer service / Communication   Lagos   63 views
Job Details

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


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.


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.

Company Description
Proven methodology, profound impact, and sustainable results.
These are the component that makes our company unique. At Fadac Resources we provide businesses with human capital solutions that can help improve oral performance while reducing employment practice risk.
We can assist organization no m... read moreatter how large or small to establish , outsource and trouble shoot any human resources functions/ challenges .
Our believe is that people are the greatest asset in the organization regardless of the business size, industry and market share. We provide the best professionals backed with solid years of experience and knowledge, and their job is to integrate solutions for your business needs.