Our client is one of the leading power solution provider in Nigeria employing over 1500 employees. With a wide operational base and branch network, which spreads across West Africa, the company has maintained a leading position in the generator sales and services sector in Nigeria.

 Due to expansion, the company now has an opening for the following positions to be based in Lagos

Job Title:   Customer Care Consultant 
Job  Profile:
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information
Key Responsibilities

• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to appropriate departments
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports, monitor the trend of activity
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process information received by client, requests and inquiries
• Carry out follow up campaigns and report activity and outcome 

Key Requirements
   Education / Qualifications:

• High school diploma or equivalent
• Proficient in relevant computer applications
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology

 Experience:
At least 4 years’ experience in customer service from a call centre
Having worked with a power generation company is a plus
  Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Attributes / Personal Characteristics
• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results

Job Title:  Customer Care Manager 
Job Profile:
Maintains customer satisfaction by providing problem-solving resources; managing staff
Key Responsibilities

• Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Coming up with innovative campaigns to reach customers and revive the company image
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
• Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
• Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Education / Qualifications:

• Degree in any discipline or equivalent
• Proficient in relevant computer applications
• Knowledge of administration and clerical processes
• Has experience in budgeting and planning
• Management skills
• Has the ability to lead a team and develop and implement standards, policies, and procedures.
• Required language proficiency in English (Hausa, Yoruba and Pidgin English is a plus)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Extensive Experience in a call center or customer service environment
• Good data entry and typing skills

 Experience:
At least 5 years’ experience as a customer care manager
Around 10 years of experience in the Customer care/service field
Having worked with a power generation company at any point in career is a plus
  Skills:

• Verbal and written communication skills
• Analytical skills
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Listening skills
• Problem analysis and problem solving
• Decision making
• Customer service orientation
•  D. Attributes / Personal Characteristics
• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results

How To Apply:

To apply for this position, click here 

Due Date:18th May, 2015