Listings and Customer Support Manager Job at Dealfish Nigeria

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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

Listings and Customer Support Manager Job