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Job Description
As a Customer Experience Manager, you will be responsible for developing and implementing customer service strategies, developing and establishing a solid and trusting relationship between major key clients and the company, handling difficult customer service situations, and improving the overall customer experience to Sustain business growth and profitability by maximizing value.
Responsibilities
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Work with other team members to
- from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
- Improve onboarding processes.
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Learn from complaints and use customer feedback to improve services.
- Develop relationships with key stakeholders, including partners and key community groups.
Qualification
- At least 3 -5 years experience in IT services industry
- Capable of developing and improving our Customer Service approach, strategy and implementation
- An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
- The ability to use your own initiative, balance priorities and work with minimal supervision.
- Self-motivated and passionate about improving the quality of customer service.
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities.
- High computer literacy and ability to learn new software.
- Knowledge of customer success processes.
- Experience in document creation.
- Patient and active listener.
- Passion for service.
Location: Lagos, Nigeria.
Apply: CUSTOMER SERVICE MANAGER
