Job Title: Customer Relation/Service Manager
Location: Lagos, Nigeria
Department: Customer Relation
Employer: Airline Services & Logistics PLC
Specific duties and responsibilities:
• Formulate and implement customer service policies and procedures; recommend improvements in service procedures
• Establish and implement strategies for improvement of customer service, productivity and profitability develop and implement customer service policies and procedures
• Ensure the consistent achievement of customer service levels and standards
• plan, prioritize and delegate work tasks to ensure proper functioning of the department
• ensure the necessary resources and tools are available for quality customer service delivery
• review customer complaints, track customer complaint resolution, handle complex and customer service issues
• Prepare or oversee the preparation of reports and statistics related to the customer service function and data base information
• Conduct customer satisfaction surveys.
• Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
• identify and address staff training and coaching needs, evaluate performance and manage staff
• Develop and maintain constructive and cooperative working relationships with stakeholders
• Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business
General Skills/Qualifications Required:
• A BS.c/HND in job related field from accredited institutions
• Candidate should possess relevant professional certification/s
• Knowledge of generally accepted professional principles, procedures and techniques, and statutory or regulatory guidelines
• Analytical skills to evaluate different alternatives and select or recommend the best fit for business and professional need
• Proven ability to perform strategic planning and implementation
• Proven track record for improving process efficiencies and problem solving
• Ability for complex communication
• High ethical standard and integrity consistent with application of policies and procedures
• Computer applications skills
Work experience:
• Minimum of 6 -10 years of full-time experience in the role
• Minimum of 5 year working years experience at managerial level
The company reserves the right to make amendments to this job responsibilities as and when the needs of the business demand.
How to Apply:
Interested applicants should send their applications and CVs including relevant credentials to the following address:
Airline Services and Logistics PLC (EPZE),
1, Service Road,
Murtala Muhammed International Airport,
Ikeja, Lagos,
Nigeria.
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