Author Topic: #Vacancy: Customer Service Delivery Supervisor Job at Sence Nigeria  (Read 135 times)

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Job Title: Customer Service Delivery Supervisor

Company: Sence Nigeria

Job Type:Full Time

Qualification:BA/BSc/HND  

Experience: 2 years

Location: Lagos

Job Field: Customer Care

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Roles and Responsibilities:    

The following are the roles and responsibilities for this role:

• Deliver all social media activities on social media platforms both for the company and clients.

• Been able to create inspiring quotes and tips that draws attention to our website.

• Have adequate knowledge of creating and writing blog posts.

• Source for clients whom we can manage their profiles this includes and is not limited to: website designing, professionally written corporate profiles, expanding social media exposure for the clients

• Provide a monthly written report, highlighting achievements for the month and also focus for the coming month.

• Liaise with other departmental staff to ensure every client that all CC clients have been called atleast once during the month.

• Issue out monthly newsletters giving insightful Tips for various fields of interest for our clients.

• Ability to create Quality surveys that will guide the department to analyse and forecast areas of interest for Alexis’s clients

• Proactively crosssell the Alexis Consult’s services to enquirers this includes and is not limited to:

• Cc services, ie. Selling cc as a service and also looking out for key areas to improve on the clients business delivery, handle social media activities such as twitter, facebook, pininterest etc.

• Collect customer feedbackby making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time.

• Act proactively regularly communicate to colleagues to ensure a good knowledge of all products of Alexis Consult and their updates

• Research and package content from internal and external resources to develop insightful and engaging corporate narratives

• Develop special communication projects in support of key corporate communications priorities

• Help executives assimilate content and fine-tune delivery

• Identify and vet prospective venues for appearances that augment or otherwise complement communication programs and initiatives

• Work with communication teams to identify opportunities to promote and distribute appearances and related materials to increase visibility and impact

• Repackage materials as needed to ensure content and concepts extends into other communication efforts

• Answer partners/stakeholders/staff enquiries (phone, email, face to face) about the company.

• Put together activities/programmes/internal meetings.

• Make phone calls at request of projects managers and gather necessary details about project and dissiminate the information in a manner that is clear and understandable

• A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements.

• Conduct evaluations with customers on the phone and via e-mail and setting customer satisfaction goals on various individual criteria as well as the total customer experience.

• Ensure delivery processes are efficient and cost effective.

• To reduce costs and streamline the process without adversely impacting the client experience, he might eliminate paperwork, unnecessary service steps or non-value-added features.

• Deliver professional customer service to both internal and external customers.

• Provide professional answers to customers’ enquiries of different nature and format in accordance with Alexis Consult’s standards and business processes.

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Skill set:    

• Excellent documentation skills and attention to detail.

• Ability to deliver technical presentations competently.

• Must be commercially aware,able to identify&effectivelycommunicatecommercial opportunities

• Able to produce and deliver relevant andeffective training asrequired and necessary both into Managed Services staff and customers where relevant

• Must aspire to a culture of service excellence,always putting thecustomer, our people and our business at thecentre of everything they do.

• Highly skilled written and oral communicator.

• Strong ability to multi-task and solve problem.

• Proven conceptual, analytical and strategic thinking skills.

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Work experience     minimum of 2 years

Upper salary range     90,000-100,000.

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