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Customer Service Manager (entertainment and sports,LAGOS)

Our client is  one o the foremost Gaming Compnaies in Nigeria and needs a cusomer service manager The customer service manager is responsible to lead, motivate and supervise our Team of dedicated Customer Care Associates to ensure provision of superior customer service/support which enables customer satisfaction and fosters positive relationships with our clients and cusomers . 

He/She will schedule agents, resolve emergency issues, provide training for new employees, and will handle service issues beyond agent capability to ensure superior customer experience.

Responsibilities

Responsibilities & duties

  • Use technical knowledge of organization's products or services to Champion the provision of superior customer service/support
  • Lead and supervise a team of customer service staff ensuring each staff delivers superior standard of customer service
  • Ensure timely resolutions of All customer problems including complex customers' problems which may be passed on by customer service assistants
  • Update and maintain accurate data on performance of the Unit and continuously improve customer service procedures, policies and standards for your unit
  • Always keep abreast of developments in customer service.
  • Always ensure optimum planning and scheduling to enable appropriate customer service support provision
  • Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes.
  • Address and resolve team and customer conflicts and maintain a professional workspace and workflow
  • Set and maintain customer service procedures and policies towards continuous improvement of service
  • Generate sales from training agents to up-sell and cross-sell and continuous evaluate performance
  • Maintaining accurate records and monitor expenses
  • Team welfare

Competency/Skill/Requirements

qualifications

Essential

  • Minimum of 8 years’ experience in Customer Service
  • 5-year supervisory experience in Customer service
  • Bsc in Business Admin or related/relevant field
  • Professional qualifications in Customer Service/experience

Desirable 

  • Professional qualifications in Customer Service/experience
  • telecoms or fMCG experience 

Work Experience And Skills

  • ·Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence
  • Ability to translate your skills to others through mentoring and training

Desirable 

  • Public Speaking Experience 

Personal qualities & behavioural Traits

Essential

  • Attention to details
  • Excellent communication both written and oral
  • Strong interpersonal and team leadership skills
  • Team Player/Collaborative skills
  • Strong Leadership & Analytical skills
  • Ability to handle multiple priorities and complete tasks/projects according to plan