Job Title: Head Customer Service
Company: E-Commerce Company via Global Profilers
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 8-10 years
Location: Lagos, Nigeria
Job Field: Customer Service
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Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Human Resources Generalist and Head Customer Service for our client who is an E-Commerce Company.
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RESPONSIBILITIES: – Develop and implement customer service policies and procedures – Define and communicate customer service standards – Review and assess customer service contracts – Oversee the achievement and maintenance of agreed customer service levels and standards – Direct the daily operations of the customer service team – 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 escalated customer service issues – Monitor accuracy of reporting and data base information – Analyze relevant data to determine customer service outputs – Identify and implement strategies to improve quality of service, productivity and profitability – Liaise with company management to support and implement growth strategies – Co-ordinate and manage customer service projects and initiatives – Ensure budget requirements are met – Evaluate and performance manage staff – Identify and address staff training and coaching needs
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QUALIFICATION AND EXPERIENCE: – Relevant Bachelor's Degree – 8-10years Customer Service Experience – 5 years Supervisory Experience – In-depth knowledge of customer service principles and practices – Proficiency in CRM systems – Proficiency in MS Office applications – Product knowledge – Call Centre Experience
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Expectations/Skills: – Interest and enjoyment in working with people – Polite and tactful personality – Numerical Skills – Ability to plan – Patient – Able to work calmly under pressure – IT skills.
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