Job Title: Customer Service Manager at HealthPlus
Job Description- The Customer Service Manager will be responsible for directing the management of day-to-day operations of a team of representatives who handle customer service inquiries, order processing, and problem resolution.
- Oversee the development and implementation of policies, procedures, operating structure and systems.
Key Elements of the Role
- Report to the COO
- Support with the planning, developing and implementing of strategy for the customer relationship management function
- A courteous, professional and friendly phone manner
- Solve product or service problems by clarifying the customer’s complaint and explaining the best solution to solve the problem
- Initiate required action for response to customer service requests for order changes, maintenance of order/customer information files and communicate changes to the appropriate personnel/departments
- Play a role in the development of proficient customer relationship management processes and applications.
- Develop, optimize and implement business models for retention of company’s customer base
- Manage and optimize customer information on a customer relationship management software
- Advice on customer relationship management activities and ensure monthly reporting
- Identify and implement processes to improve and ensure accuracy of customer data
- Manage the customer care telephone lines
- Ensure key customer memorable events are promptly acknowledged
Desired Skills & Experience
- A good Degree with 7 years minimum experience in a structured organisation, 3 years of which must be in a managerial capacity
- Membership of a recognised professional body is an added advantage
- Leadership, managerial and teambuilding skills
- Negotiation and persuasion skills
- Excellent interpersonal and people skills
- Planning & organisational Skill
- Ability to manage time and prioritise tasks
- Good problem solving and decision making skills
- Excellent verbal and written communication skills
- High standard of attention to detail
- In-depth knowledge of customer service principles and practices
- Proficiency in CRM systems
- A good working Knowledge of Microsoft Office Suite like Word, Outlook, and Excel
How to Apply
Interested and qualified candidates should send their CV’s and cover letter to: humanresources@healthplus.com.ng
Application Deadline 27th July, 2016.
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