Group Head, Customer Care at Softnoon Holdings

Softnoon Holdings is a multi-business enterprise with service offerings through its distinct business divisions. Softnoon Holdings Limited has carved a niche as a quality company providing quality services consistently.

We are recruiting to fill the position below:

Job Title: Group Head, Customer Care

Location: Lagos

Job Description

Accomplishes customer service and 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.
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.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems.
Updates job knowledge by participating in educational opportunities.
Accomplishes information systems and organization mission by completing related results as needed

Job Requirements

7-10 Years proven knowledge of Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, and Help Desk Experience.
A BSc, professional certifications, & a Masters degree in Customer service or related course.

Application Closing Date
Not Specified.

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