Customer Service Manager Job at Flour Mills of Nigeria Plc

Flour Mills of Nigeria Plc has been a part of the lives of Nigerians at home and abroad. Our global vision is to be a leading foods company in Africa providing high quality and affordable products in the most convenient ways to consumers through world class brands like Golden Penny Flour, Golden Penny Semovita, Goldenvita, Golden Pasta and Golden Noodles. The Company's flagship brand, Golden Penny, remains one of the best known and the preferred brands amongst bakers, confectioneries and consumers in Nigeria.

We are recruiting to fill the position below:

Job Position: Customer Service Manager
Job Location: Apapa, Lagos

Purpose of the Job

• Responsible for analyzing historical customer service data for trends and providing insight for business decision-making.
• Will actively participate in various expansion projects for FMN RDC depot operation, aimed at market penetration and superior customer services to FMN dealers.

The Job

• Develop and implement initiatives to improve customer services.
• Analyze and summarize customer issues to prepare appropriate development solutions/clarifications to respond to customers.
• Maintain history records and related problem documentation for future reference.
• Maintain relationships with other internal departments as well as client base to improve business performance.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
• Conduct training for customers and internal staff on company products and services.
• Identify training needs and develop training programs for customer service staff

Qualifications and Experience

• B.Sc / HND in Operations Research, Organizational Behavior, Mathematics or Accounting,
• 5 years of experience in a similar role in FMCG or Telecom.
• Masters in any field above will be an added advantage.

The Person Must:

• Have strong communication and interpersonal skills.
• Possess a strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
• Have the ability to analyze huge volumes of data.
• Ability to multitask, prioritize, and manage time effectively.
• Be familiar with CRM systems and packages.