Job Title: Customer Service Manager
Location: All States, Nigeria
Unit: All Business Units
Organisation: PZ Cussons
The Role:
The successful candidate will be required to:
• Ensure the consistent achievement of customer service levels and standards in all CoolWorld stores to enhance the brand image, growth, profitability and CoolWorld's unique selling point (customer service).
• Lead and manage with support from Retail Managers all customer service officers in the store and provide customer service grooming for every other store staff.
• Perform quarterly staff performance evaluations on customer service skills and relationship; escalate to the business weak points, and recommend drive the implementation of corrective measures taken.
• Identify and address development needs for floor staff on customer service and also develop staff training programs and reference manuals on customer service.
• Formulate and implement customer service policies and procedures; recommend improvements in service procedures and do an annual review of service procedures.
• Determine customer service requirements through surveys, focus groups and benchmarking best practices; and analyze data to identify strategies for improvement of service, productivity and profitability.
• Resolve escalated customer service issues, establish comprehensive customer data base and coordinate focus groups and customer satisfaction surveys.
• Develop departmental budget and control costs
• Coach new recruits on CoolWorld customized customer service delivery.
The Person: The Right candidate must
• A high energy and results-driven professional with over 5-years customer service experience in a managerial capacity.
• Retail experience is essential
• Have interpersonal skills and effective communication both verbal and written.
• Must be good on Microsoft Office – Excel & Word and CRM software.
• Have a CAN DO attitude, exhibiting our core values – COURAGE, ACCOUNTABILITY,NETWORKING, DRIVE and ONENESS.
Apply to this job (http://www.jobnavy.com/job/14977/customer-service-manager-job-at-pz-cussons-nigeria/)