Customer Service Manager at Duoiba Technologies Limited

Duoiba.com is a dynamic online marketplace empowering African SMEs by connecting them with local and global buyers. We provide innovative solutions to the challenges of African e-commerce, offering sellers free store creation, secure payment processing, marketing tools, buyer protection, and reliable shipping solutions.

Our subsidiary, Dropship Africa, simplifies the journey for aspiring entrepreneurs through a virtual warehouse, enabling dropshipping without inventory costs. We provide comprehensive support, empowering individuals to scale their businesses and earn sustainable income.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos
Employment Type: Full-time

Job Summary

• We're looking for a highly skilled and experienced Customer Service Manager to lead our customer service team and ensure excellent customer satisfaction.
• The successful candidate will be responsible for managing customer relationships, resolving customer issues, and developing strategies to improve customer satisfaction and retention.

Key Responsibilities

• Be the primary interface between the customer and (link unavailable)
• Manage customer relationships and ensure customer satisfaction
• Respond to customer inquiries and resolve issues in a timely and professional manner
• Help resolve all customer issues in an efficient and timely manner
• Be responsible for dispute resolutions
• Collaborate with internal teams to resolve complex customer issues
• Respond to WhatsApp chats from the marketplace promptly and professionally
• Respond to comments and inquiries on the company's social media handles
• Ensure timely and effective communication with customers through various channels
• Monitor customer satisfaction and feedback
• Analyze customer data to identify trends and areas for improvement
• Develop and implement strategies to improve customer satisfaction and retention
• Supervise and train a team of customer service representatives
• Ensure the team provides excellent customer service and resolves issues efficiently
• Develop and implement customer service policies and procedures
• Ensure compliance with company policies and procedures
• Prepare and submit regular reports on customer service metrics
• Analyze customer service data to identify trends and areas for improvement

Requirements

• Bachelor's Degree in Business Administration, Marketing, or a related field
• 3+ years of experience in customer service, preferably in e-commerce
• Strong knowledge of customer service principles and practices
• Excellent communication, problem-solving, and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong organizational and time management skills, with attention to detail
• Experience with customer relationship management (CRM) software
• Strong leadership and team management skills.

What We Offer

• Salary: N100,000 - N150,000 / month.
• Competitive salary
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Comprehensive health insurance
• Pension scheme.

Application Closing Date
31st January, 2025.

Method of Application
Interested and qualified candidates should forward their CV and Cover Letter to: [email protected] using the Job Title as the subject of the email.