Customer Care Managers at a Start-up Healthcare Company - Hamilton Lloyd and Associates

Hamilton Lloyd and Associates - Our client is a start-up healthcare company headquartered in the UK with presence in Nigeria and with immediate expansion plans across Africa; with a focus on the delivery of specialized digital healthcare services across the country.As part of the set-up of the Nigeria office, they are looking to hire young, vibrant and driven candidates to fill the position below:

Job Title: Customer Care Manager

Location: Lagos

Job Summary

• The Customer Care Manager ensure that the needs of customers are being satisfied.
• Their aim is to provide excellent customer service and to promote this idea throughout the organisation.
• The incumbent responsibilities may include updating patient records, connecting patients with healthcare services, or improving business practices.

Job Responsibilities

• Helping to develop and implement a customer service policy for an entire organisation.
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Finding ways to measure customer satisfaction and improve services.
• Managing a team of customer services staff.
• Handling face-to-face enquiries from customers.
• Providing help and advice to customers using the organisation's products or services.
• Communicating courteously with customers by telephone, email, letter and face to face.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
• Keeping accurate records of discussions or correspondence with customers.
• Analysing statistics or other data to determine the level of customer service your organisation is providing.
• Producing written information for customers, often involving use of computer packages/software.
• Writing reports analysing the customer service that your organisation provides.
• Developing feedback or complaints procedures for customers to use.
• Improving customer service procedures, policies and standards for your organisation or department.
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Meeting with other managers to discuss possible improvements to customer service.
• Being involved in staff recruitment and appraisals.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of customer service staff.
• Learning about your organisation's products or services and keeping up to date with changes.
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Man Specification

• Education: Bachelor's degree and Masters in related Courses.
• Experience Required: Minimum 5 years of related work experience in similar industry.

Required Skills/Abilities:

• Communication skills that allow you to inform, help and advice customers clearly and to liaise effectively with other professionals.
• Listening skills, to understand exactly what customers require.
• Problem-solving skills.
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Motivational skills and an ability to supervise and lead a team of customer service assistants.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• An ability to work well under pressure.
• Organisational and planning skills to develop customer services policies.
• Good personal presentation, especially when working with customers face to face.
• A commitment to improve your own customer service skills on an ongoing basis.
• Proven working experience as a customer service manager
• Experience in providing customer service support
• 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
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation

Application Closing Date
15th November, 2016

How to Apply
Interested and qualified candidates should forward their CV's to: preye@hamiltonlloydandassociates.com kindly make the subject of the mail the job title.

Note: Only successful candidates will be contacted.