Customer Service / Customer Experience Manager at Mandilas Group Limited

Mandilas Group Limited is a conglomerate of companies with branches in different parts of the country. Our Core activities include Engineering / Air conditioning Sales, Installation and Service, Plumbing and Automobile Sales / Leasing / Service.

We are recruiting to fill the position below:

Job Title: Customer Service / Customer Experience Manager

Location: Nigeria

Objectives

This role is to provide excellent customer service / customer experience and promote the idea throughout the organization.
The goal is to keep the department running in an efficient and profitable manner, by developing effective customer service / experience procedures, implementing customer loyalty programs and setting customer satisfaction goals.

Responsibilities

Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Stay informed on the latest industry techniques and methods.
Develop service procedures, policies and standards
Keep accurate records and document customer service activities and discussions
Mentor, supervise and develop customer service staff and nurture an environment where they can excel in order to meet Mandilas’ mandate
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Assess service statistics and prepare detailed reports on your findings.

Requirements

Bachelor’s Degree in Business Administration or related field
A minimum of 5 years of proven experience in a customer service / experience position
Good understanding of management practices and techniques
Outstanding written and verbal communication skills
Proficiency in Microsoft Office and customer service software
Awareness of industry’s latest technology trends and applications
Excellent leadership and interpersonal skills
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Ability to think strategically in terms of culture and behavior, business processes and technology and tools
Outstanding leadership abilities
Creative problem-solving and innovative thinking.