10 Jun 2021

Head, Customer Service at Alan & Grant

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Job Description


Alan & Grant – Our work is focused on creating innovative HR and Organizational Development Solutions aimed at Performance Improvement & Business Growth. We currently serve clients across various sectors of the Economy from locations in Jos, Port Harcourt and Lagos.

We are recruiting to fill the position below:

Job Title: Head, Customer Service

Location: Lagos
Employment Type: Full Time

Job Summary

  • This job role is responsible for driving the unit in delivering the business’s consumer service value propositions and also ensure a culture of excellent customer service experience.

Responsibilities

  • Formulate and implement the customer service department’s vision, goals, objectives and strategy, and provide leadership to the entire unit
  • Establish performance metrics for customer service team members and constantly evaluate and monitor their performance
  • Develop and implement quality assurance programs for new hires and employees within the Service Centre.
  • Proffer updates and expansions to technology and equipment that can improve customer and experience and retention
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Collaborate with sales and marketing team to maximize revenue and customer loyalty.
  • Ensure the continuous improvement of customer experience
  • Develop and implements methods to record, assess and analyze customer feedback
  • Analyze recorded customer interactions and conduct consumer surveys to measure the effectiveness of customer service initiatives
  • Conduct financial analysis for the department in order to improve customer service initiatives.
  • Present reports and strategic recommendations from various customer service research and analyses

Qualifications

  • A Masters’ degree in business administration or any related field
  • At least 10 years of working experience in Customer Services within the financial services sector.
  • Proven and successful experience mapping consumer journeys and creating customer service strategies, driving positive change and influencing enhanced performance in a customer service capacity.

Requirements
Required Competencies:

  • Excellent business communication skills
  • Excellent problem solving, leadership and management skills
  • Experience in account management and support
  • Proficient use of MS Office & applicable CRM technologies
  • Proven ability to work under minimal supervision, and demonstrate calmness and composure under stress and uncertainty.

Application Closing Date
Not Specified.




Method of Application

Submit your CV and Application on Company Website : Click Here



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