Customer Service Manager (e-LEARNING)

Chips, Bits & Bytes Limited (CBBL) is a company registered in Nigeria to provide E-learning Technology and Power Solutions (Inverter & Solar).

We are recruiting to fill the position below:

Job Position: Customer Service Manager (e-LEARNING)

Job Location: Lagos
Job Type: Full Time
Job Field: Customer Care

Job Purpose

• Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

 Job Responsibilities

• Develop and implement customer service policies and procedures
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyse relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Ensure budget requirements are met

Job Requirements

• Relevant bachelor's degree
• Minimum of 4 – 5 years customer service experience
• Current with relevant technology trends and applications
• Proficiency in ms office applications
• Product knowledge
• Must be a female
• Supervisory experience
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and crm tools

Key Competencies:

• Communication Skills
• Writing Skills
• Initiative
• Flexibility
• Presentation Skills
• Stress Tolerance
• Customer Service Focus
• Supervisory Skills
• Problem Analysis And Problem-Solving
• Decision-Making
• Planning and Organizing