Job Title: Listings & Customer Support Manager
Job ID: 2562462
Location: Nigeria
Experience: Mid-Senior level
Functions: Customer Service
Industries: Internet
Compensation: Market Related Package
Company: Dealfish
Parent Company: MIH Internet Africa / Naspers Group
Job Description:
• Listings & Customer support manager, reporting to the Regional Manager will be responsible for hiring and managing a team responsible for direct contact with external customers as well as internal customers in a dynamic support environment.
• The individual will be responsible for taking customer support phone calls and emails, as well as responding with immediate solutions to end user and customer inquiries related to Dealfish Nigeria.
• The individual will be responsible for hiring and managing a moderation team responsible for the quality of all listings on the Dealfish Nigeria website.
• The individual will also be responsible for managing all aspects of the Dealfish Agent program (responsible for collecting listings for the platform).
Job Outputs:
• Establish metrics to monitor service excellence. These should include internal and external measures of a quantitative and qualitative nature.
• Establish benchmark targets for measures
• Evaluate Customer Relationship Management (CRM) requirements and implement CRM tools to meet these requirements
• Implement trend analysis and root cause analysis that is focused on reducing customer complaints
• Improve the customer self-service abilities to address repetitive queries
• Drive pro-active communication strategies with other role players like IT and Product to manage customer expectations
• Responds to requests for customer service assistance via phone, email, social media (e.g. Twitter, Facebook, Blog, etc), online chat or email.
• Provides service to help resolve customer concerns or process customer requests.
• Provides training to internal and external Dealfish Nigeria users as and when required.
• Diagnoses and resolves user functionality or technical issues.
• Assists the Dealfish development team in the testing of new and existing features and functionalities on our web site.
• Creates and updates customer support documentation based on end user feedback and also runs reports, analyzes data, and provides necessary feedback (create summary reports, charts, graphs, etc).
• Follows our standard methodology for handling customer service requests including logging issues in our Issue Management System, redirecting issues to the appropriate resource, and escalating situations requiring immediate attention.
• Produce weekly activity reports and monthly activity plans.
• Oversee and manage the Dealfish agent program and continually work on ways to improve efficiencies (including recruiting agents and managing their remuneration).
• Oversee and manage a moderation team ensuring top quality listing data.
• Create processes and metrics for moderation.
• Report metrics for customer support, listings and moderation to the regional manager on a regular basis.
Skills and Competencies:
• Ability to articulate complex concepts into actionable packages of work
• Strong leadership, motivation, communication skills
• Strong influencing and negotiation skills
• Proven bias for action; self starter; resourceful
• Can do attitude
• Innovative out of the box skills
• Highly organized team player who can multi task
• Pleasant and outgoing personality
• Customer service oriented
• Able to work under pressure and meet deadlines
• Consistent exercise of independent judgment and discretion in matters of significance
• Must be able to work nights and weekends, variable schedule(s) as necessary
• Knowledge of Ms- office applications
• Internet knowledge and email essential
Qualifications and Experience:
• Bachelor's degree in marketing, advertising, sales, or related field
• 4+ years of online and customer service experience
Application Link: Dealfish Nigeria Job Vacancy (http://u.theinfostrides.com/lN5OT)
Listings and Customer Support Manager Job (http://www.jobnavy.com/job/1690/listings-and-customer-support-manager-job-at-dealfish-nigeria/)