Alan & Grant Job Vacancy : Head, Customer Service

Alan & Grant – Our client is a Pension Fund Administration Company that provides a range of Retirement support services.

They are recruiting to fill the position below:

Job Title: Head, Customer Service

Location: Lagos

Job Summary

To oversee Customer Service operations and measure customer experience in order to drive innovation and continuous business improvement.

Duties and Responsibilities

Oversee Customer Service Operations/Functions to measure, analyze and report on customer experience, as well as develop and implement effective business strategy to improve Customer Experience, attract new customers and expand Customer Base
Improve and sustain high levels of Customer Satisfaction
Maximize Customer Service Operations for customer acquisition, retention and conversion
Identify, develop and maintain new Customer Relationships
Identify gaps in the Customer Engagement process and develop and proposing product solutions to improve and retain existing business relationships
Supervise and streamline all facets of Customer Service operations toward customers in order to improve customer engagement and responses to services provided.
Ensure identification of Business Development opportunities and act promptly to engage with these opportunities.
Develop approaches to create, improve and sustain a Customer-Focused environment
Review all Customer Service /Customer Experience Metrics and submit related Reports to Management
Build initiatives around inbound/Outbound unit
Customer loyalty Management- ability to maximize customer loyalty
Customer Relationship Management – strategy of managing all of the organization’s interactions with customers
Customer value Management – Ability to manage each customer relationship to achieve maximum lifetime profit from the entire customer base

Requirements
Skills and Qualifications:

At least 10 years’ experience (with at least 5 years’ Managerial Experience) in a similar role.
Strong understanding of Data Mining, Interpretation and Reporting
Proficiency in use of I.T Applications for Data Gathering, Mining and Reporting
Strong Leadership skills
Analytical skills
Ability to work across all elements of Customer Experience
Strong interpersonal and communication skills
Market Research & Reporting Skills
Client Facing
Problem Solving Abilities
Enthusiasm
Self-Initiative / Direction
Team Player
High Energy
Solutions Oriented
Ability to function under pressure.