Customer Experience Manager at Ekesons Transport

Ekesons Transport – We operate bus transportation services according to accepted international standards of road transportation. Our services are specially designed for distinguished travellers who would otherwise use air service.

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Lagos

Job Description

Providing help to customers using your organisation’s products or services
Communicating courteously with customers by telephone, email, letter and face-to-face
Investigating and solving customers’ problems, which may be complex or long-standing, that have been passed on by customer service assistants
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
Issuing refunds or compensation to customers
Keeping accurate records of discussions or correspondence with customers
Analysing statistics or other data to determine the level of customer service your organisation is providing
Producing written information for customers, often involving use of computer packages and software
Writing reports analysing the customer service that your organisation provides
Developing feedback or complaints procedures for customers to use
Improving customer service procedures, policies and standards for your organisation or department
Meeting with other managers to discuss possible improvements to customer service
Involvement in staff recruitment and appraisals
Leading or supervising a team of customer service staff
learning about your organisation’s products or services and keeping up to date with changes
keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.