Cusomer Service Manager

Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets. They are engineers and problemsolvers working diligently to provide affordable accessible reliable broadband and technology solutions that cater to homes and businesses. Due to expansion they are in need of a CUSTOMER SERVICE MANAGER

Location Lagos

Job Responsibilities

• Improve customer service experience create engaged customers and facilitate organic growth
  
• Take ownership of customers issues and follow problems through to resolution
  
• Set a clear mission and deploy strategies focused towards that mission
  
• Develop service procedures policies and standards
  
• Keep accurate records and document customer service actions and discussions
  
• Analyze statistics and compile accurate reports
  
• Recruit mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  
• Keep ahead of industry s developments and apply best practices to areas of improvement
  
• Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
  
• Improve onboarding processes.
  
• Evaluate and improve tutorials and other communication infrastructure.
  
• Mediate between clients and the organization.
  
• Handle and resolve customer requests and complaints.
  
• Learn from complaints and use customer feedback to improve services.
  
• Develop relationships with key stakeholders including partners and key community groups.
  

Job Requirements

• At least 3 5 year s experience in IT services industry
  
• Capable of developing and improving our Customer Service approach strategy and implementation
  
• An analytical mind with attention to detail with particular focus on qualitative data when reviewing performance.
  
• The ability to use your own initiative balance priorities and work with minimal supervision.
  
• Selfmotivated and passionate about improving the quality of customer service.
  
• Highly organized and able to multitask.
  
• Selfdriven and proactive nature.
  
• Excellent communication and interpersonal skills.
  
• Demonstrate leadership qualities.
  
• High computer literacy and ability to learn new software.
  
• Knowledge of customer success processes.
  
• Experience in document creation.