Complaint Management Specialist, Customer Care at Ralds and Agate Limited

Ralds & Agate is a Business Management Consulting firm focused on providing People and Process related solutions to businesses, communities and organizations within and outside Africa.

Our focus is on People and Processes. Developing the potential within our people. to improve business practices, unleash creativity and enhance industrial productivity.

We are recruiting to fill the position below:

Job Title: Complaint Management Specialist, Customer Care

Location: Lagos

Job Purpose

• The Complaint Management specialist’s primary responsibility is to investigate and resolve customer complaints, communicate with customers directly to resolve issues and follow up promptly.
• Gather data, investigate and analyze it, and evaluate other information alongside it to identify possible problem areas and causes.
• Review the analysis to write up reports with recommendations, including preventive or corrective actions, for management.

Responsibilities
He/she would be responsible for the following:

• Partners with sales operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.
• Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.
• Evaluates complaint management process to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
• Calibrates with peers and management on previous resolutions to ensure accuracy of handling and process.

Job Specification

• A Bachelor's Degree
• An MBA is desirable, but not mandatory
• Minimum of 10 years of experience, in customer experience management and contact center management.
• Previous experience working in a front-line customer-facing role will be strongly considered.

Competencies Required:

• Communication Management
• Root cause analysis management
• Data Management
• SOP Management
• Revenue Growth Management Strong Negotiation Skills
• Ability to determine defects or errors in process or procedure.
• Demonstrates ability to confirm and check for understanding of communication.
• Ability to adjust to new developments/changing circumstances.
• Ability to work in a fast paced, rapidly changing environment.

Application Closing Date
1st October, 2019.

Method of Application
Interested and qualified candidates should send their Applications and CV to: [email protected] using the "Job Title" as the subject of the mail.

Note: Only shortlisted candidates would be contacted.