Customer Relations Manager at 360 Degree Habitat Limited

Posted on Tue 23rd Feb, 2016 - hotnigerianjobs.com --- (0 comments)

360 Degree Habitat Limited, is currently seeking to employ suitably qualified candidates to fill the position below:

Job Title: Customer Relations Manager

Location: Lagos

Key Responsibilities

The Customer Relations Manager must have a full appreciation of the importance of Customer Satisfaction to the smooth running of the business, and is responsible for ensuring that this concept is conveyed within the division and to any external contractors providing products and services to the division.
The Customer Relations Manager must present himself at all times in a professional capacity, and is responsible for promoting the profile of the division by achieving excellent after-sales care to ensure the customer's expectations from the purchase and beyond are achieved.
Arrange weekly internal meetings with staff to resolve any issues, aswell as chair Weekly Build / Sales meetings and Completion meetings.
Communicate customer care issues to the Construction Director (and Managing Director, where appropriate) for review on a weekly basis
Ensure cost control is monitored for any works that are carried out. Analyze and report on a monthly basis to the Construction Director to reduce future maintenance costs
Inspect and check that maintenance work is completed to the required standard
Carry out New Home Tours and handovers where necessary
Improve overall customer satisfaction in line with targets set by the company
Promote and act in accordance with all Group values, systems, policies and procedures
Liaise and co-ordinate with the Construction, Technical and Sales Departments to ensure Customer Care issues are minimized
Liaise with Head of Customer Service, Site Managers and Construction Managers regarding customer queries and to co-ordinate and maintain consistency, reliability and efficiency of communications to the customer.
Manage customers’ expectations in respect of specification and particularly the construction process.
Implement customers’ requirements promptly and efficiently and deliver timely, reliable information and updates to the satisfaction of the customer and the company, including key construction stage and target completion advice.
Ensure that all administration and IT systems are fully utilized and managed effectively to achieve the objectives set by the company, in particular, the Customer Care Monitor
Ensure the staff working in the Customer Care Department are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and development, and the organization of the administrative workload
Meet customers on site, at their request, to inspect the properties prior to handover and in accordance with company health and safety regulations.
Liaising with Project Manager / Site Manager for completion dates and updates.
Liaising with Customer Service Manager/team regarding after completion defects.
Other duties as assigned

Requirements and Skills

A presentable, articulate, engaging and result driven individual with the ability to build positive relationships through being passionate about exceeding customer expectations.
Minimum of Degree/HND in Business Administration, Marketing or related field
2-5 years of proven working experience as a customer service manager with a supervisory background
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Time management, problem-solving and organizational skills
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills

Application Closing Date
21st March, 2016.

How to Apply
interested and candidates should send their Applications via mail to: [email protected]

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