Customer Service Manager at Tizeti Network Limited

Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We offer commercial and residential Internet to estates, hotels and multi-tenant buildings.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Job Brief

Tizeti is looking for an experienced Customer Service Manager who will drive excellence in customer service and promote this idea through the organization. Manage customer service agents and monitoring their performance. The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customers expectation.

Responsibilities

Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and ensure problems are followed through to resolution
Set clear goals and deploy strategies (procedures, policies and standards) that will be drive departments focus toward Tizeti’s mission
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s development and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets in terms of retention numbers, average handling time, average wait times etc.
Adhered to and manage the approved budget
Maintain an orderly work flow and team schedule
Anticipate and resolve customer service issues
Plans, monitors, appraises and review job contributions of team members.

Requirements

B.Sc./BA (2.1) in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.
A minimum of 5years proven work experience as a customer service manager, retail manager
Strong client facing and communications skills
Excellent knowledge of management methods and technique
Proficiency in English. Another language will be an added advantage.
Excellent in written and verbal communication skills
Ability to think strategically and to lead
Advanced troubleshooting, multi-tasking skills
Highly self-motivated
Customer focused for positive customer experience and resolution