Job Title: Customer Service Executive
Location: Lagos, Nigeria
Employer: Philly and Mools Group
Job Objectives: – To interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. – To exercise full implementation of operational plans and strategies, guiding policies and procedures within the Customer Care Services.
Principal Duties and Responsibilities:
• Attend and resolve daily request of all Customer Service operations and activities
• Assist in managing the cross-functional relationships with interfacing/ support departments and units to ensure compliance with quality and service delivery standards to customers.
• Take responsibility for the dealing with relevant customer complaints, queries and requests for information for the start to the end of the process.
• Prepare daily, weekly, monthly statistical reports as appropriate to the Head, Customer Service and other related persons.
• Assist the Head, Customer Service in ensuring that all relevant standards within the customer charter are met throughout the organization.
• Assist to meet the objectives and performance measures agreed by the Head, Customer Service.
• Due to the strong inter-relationships across the organization, keep all relevant parties informed of assigned work programme to achieve the agreed time with the customer.
• Analyze identified customer queries/ complaints trends and appropriately communicate to relevant operating units/ departments.
• Monitor and track global and local tested practice in customer service operations and proactively identify and address possible hindrances to effective Customer Service operations as they affect our businesses.
• Proactively and efficiently execute work plans as approved by the Head, Customer Service.
• Continually review the unit's activities and make recommendations for improvement to the Head, Customer Services.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Customer Services and other relevant parties
• Perform any other duties that may be assigned by the Head, Customer Services.
Competency and Skills Requirements:
• Good knowledge and understanding of all the company's products and services
• Very good understanding of CRM methodologies and practices
• Understanding of CRM related technologies
• Oral & Written Communication skills – Ability to transmit information effectively i.e. in clear, unambiguous terms to employees, management and other stakeholders to facilitate at all times the achievement of the goals and objectives of the organisation – Ability to understand technical information and relay it in a manner that is clearly understood by others. – Ability to write reports in clear terms using a mixture of words, charts, graphs, etc.
• Relationship Management – Possession of human skill (Ability to interact effectively with people both staff and customers alike) – Ability to develop, build and maintain relationships with customers.
• Sound ethics and integrity. – Must be discernibly honest and of consistent upright character – Must be ethical i.e. must follow the ideals and responsibilities of the industry as set out in the code of ethics guiding operations and operators in the industry.
• Good appreciation and working knowledge of Microsoft office tools
Minimum Qualifications:
• Bachelors degree or its equivalent in Social Sciences
• Two (2) years relevant experience in a relationship management role
Salary: 840,000 – 1,140,000 per annum.
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