Customer Experience Manager at Winco Foam Industries Limited

WINCO FOAM Industries Limited is a wholly indigenous private limited company incorporated on March 18th 1983. The company since 1978 has been operating in Nigeria as one of the leading commercial organizations involved in so many activities including foam manufacturing and trading activities. WINCO FOAM Industries Limited is one of the largest continuous polyurethane foam manufacturers with head office located in Lagos. The Company is family owned and operated and has been dedicated to manufacturing high quality polyurethane foam and bedding products for 30 years. Since its early beginning as a box foam producer in Lagos with a small market presence, the company has grown and expanded into a continuous foam producer with three large multi-million naira production plants in Nigeria strategically located to serve all the markets in the country.

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Abuja (FCT)
Employment Type: Full-time

Job Description

• The customer experience manager will ensure that our customers are satisfied.
• She will provide an outstanding customer service by leading and motivating the customer service team, developing loyalty programmes, and creating customer satisfaction goals.
• She must be a strategic business partner and collaborate effectively with the marketing and sales team on strategic initiatives.

Responsibilities

• Design and improve the customer experience by building strong relationships with clients that are fostered by gathering customer feedback in real time
• Supervise day-to-day operations in the customer service department.
• Increase customer satisfaction & loyalty through quick response to customer service issues.
• Maintain accurate records and document all customer service activities and discussions
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective & reliable customer loyalty programmes.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Participate in the hiring and training of new customer service personnel and other sales teams.
• Manage the approved budget of the customer service department.
• Keep a record of customer interaction and details of actions taken
• Build sustainable relationships with internal & external customers to guarantee customer satisfaction
• Develop surveys to understand customer issues and gauge their moods from time to time
• Set customer service goals for team members and help them reach those goals
• Interact with customers and handle customer queries and complaints in a timely manner
• Keep ahead of industry’s developments and apply best practices to areas of improvement

Requirements and Experience

• Bachelor’s Degree in Business Administration or relevant field.
• A minimum of 5 years of proven experience in a customer service position with two (2) years in leadership.

Required Skills:

• Good teamwork skills
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills
• Must be patient and good listening skill
• Ability to handle multiple tasks
• Proven Ability to use the ERP system
• Strong attention to detail
• Good organization and planning skills
• Good Interpersonal Relations skill.

Salary
N70,000 – N100,000 / month.

Application Closing Date
19th November, 2021.