FoliXx Hospitality is an organisation whose grand purpose is to achieve global relevance among leaders in the hospitality guild, through unparalleled culture and service. We are a resolute people, committed to continuous excellent service delivery, our value systems are built upon integrity, excellence, attitude, competence and continuous improvement.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lekki, Lagos
Employment Type: Full-time

Job Brief

• Our company is searching for a motivated and experienced customer service manager to lead our customer service department.
• Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.
• To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques.
• In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities

• Supervising the daily operations of the customer service department
• Taking ownership of customers’ issues and following problems through to resolution
• Create engaged customers and facilitate organic growth
• Setting a clear mission and deploying strategies focused on that mission.
• Always ensure the satisfaction of customers
• Drive speed of service
• Manage the handling of customers’ requests, issues, and relations
• Develops and maintains a team atmosphere within Customer Service and with other departments
• Manages customer expectations by answering questions about policies and procedures
• Serves as a role model when coaching employees on how to resolve complex, customer-related issues
• Improving customer service experience
• Provides project management leadership on specific cross-departmental projects
• Manage operations as it relates to customer satisfaction
• Develop and implement strategic business plans for profits and excellence
• Creating a reliable customer loyalty program
• Setting customer service goals for team members and helping them reach those goals
• Interacting with customers and handling customer queries and complaints in a timely manner
• Maintaining relationships with profitable customers
• Making weekly and monthly reports and surveys
• Staying current on the latest industry trends and techniques

Requirements

• Bachelor’s Degree in Business Administration or relevant fields.
• 3-5 years of proven experience in a customer service position.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

Application Closing Date
10th March, 2023.