Posted on Wed 29th May, 2024 - hotnigerianjobs.com --- (0 comments)
Distritec Ditsribution has been in System Integration & Business Continuity since 1994. What Distritech envisages: The right mix of Products, services, People, infrastructure, and technical expertise Today, We have invested Millions of Naira in establishing core service and delivery infrastructure and developing a specialized Technology Consulting Team across Pan Nigeria for better services and reachability to our valued customers.
We are recruiting to fill the position below:
Job Title: Head, Customer Service & Retention
Location: Lagos
Employment Type: Full-time
Job Summary
The Head of Customer Service is responsible for leading and managing the customer service department to ensure a high level of customer satisfaction and loyalty.
This role involves developing and implementing customer service policies and procedures, managing a team of customer service representatives, and continuously improving the customer experience.
Responsibilities
Leadership and Management:
Oversee the daily operations of the customer service department.
Lead, mentor, and develop a team of customer service representatives and managers.
Set performance goals and objectives for the team and monitor progress.
Conduct regular performance reviews and provide feedback and coaching.
Customer Service Strategy:
Develop and implement customer service policies, procedures, and standards.
Create and execute strategies to enhance customer satisfaction and retention.
Analyze customer feedback and data to identify areas for improvement.
Collaborate with other departments (e.g., Sales, Marketing, Product Development) to align customer service efforts with company goals.
Operations and Efficiency:
Ensure the efficient and effective handling of customer inquiries, complaints, and issues.
Implement and manage customer service technologies and tools (e.g., CRM systems).
Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs).
Continuously assess and improve processes to enhance productivity and customer experience.
Customer Experience:
Foster a customer-centric culture within the organization.
Handle escalated customer issues and complaints promptly and effectively.
Monitor and analyze customer service metrics to ensure high performance.
Implement initiatives to gather and use customer feedback to improve products and services.
Training and Development:
Develop and deliver training programs for customer service staff.
Ensure the team is knowledgeable about the company’s products and services.
Stay up-to-date with industry trends and best practices in customer service.
Reporting and Analysis:
Prepare and present regular reports on customer service performance to senior management.
Use data and analytics to drive decision-making and strategy formulation.
Identify trends and patterns in customer behavior and feedback.
Qualifications
Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. A Master’s degree is a plus.
Experience: 7-10 years of experience in customer service, with at least 5 years in a leadership role.
Skills:
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to develop and implement effective customer service strategies.
Proficiency in customer service software and tools (e.g., CRM systems).
Strong problem-solving and analytical abilities.
Certifications: Relevant certifications in customer service management are a plus.
Attributes:
Customer-focused mindset with a commitment to delivering excellent service.
Ability to work in a fast-paced environment and manage multiple priorities.
High level of integrity and professionalism.
Strong organizational and time management skills.
Proactive and innovative in approach to customer service.
Working Conditions:
The role is typically office-based, but remote work options may be available.
Standard business hours apply, with some flexibility required for urgent issues or projects.
Benefits
Competitive commission structure
Health Insurance.
Professional development opportunities.
Conducive working environment
Application Closing Date
11th June, 2024.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the job title as the subject of the mail.