Customer Care Manager

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 Customer Care Manager to be based in Lagos 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. 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. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. 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 Coming up with innovative campaigns to reach customers and revive the company image Key Requirements A. Education / Qualifications: Degree in any discipline or equivalent Proficient in relevant computer applications 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 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. B. 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 C. Skills: Verbal and written communication skills Listening skills Problem analysis and problem solving Decision making Customer service orientation Analytical skills Organizational skills Attention to detail Judgment Adaptability Team work Stress tolerance Resilience D. Attributes / Personal Characteristics Professionalism and work ethics Positive attitude and energy Proactive, persuasive and self-confident Dedicated in delivering the objective and results