Head of Customer Service

Head of Customer Service

in a firm in Lagos Full-time

Industry Banking / Financial Services

Specialization Customer Service,

Minimum Qualification Degree

Required Experience 7 - 10 years

Application Deadline 2012-09-05

We are a recruitment & HR consultancy company, providing a wide range of recruitment and selection services to local and international companies in Africa. Our Team of dedicated consultants offers businesses to get the right and best talent across wide range of sectors and professions.

Responsibilities:
Providing help and advice to customers using the organization’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 problems 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;
Analyzing statistics or other data to determine the level of customer service your organization is providing;
Producing written information for customers, often involving use of computer packages/software;
Writing reports analyzing the customer service that your organization provides;
Visiting customers to provide a one-to-one service;
Developing feedback or complaints procedures for customers to use;
Developing customer service procedures, policies and standards for your organization or department;
Meeting with other managers to discuss possible improvements to customer service;
Training staff to deliver a high standard of customer service;
Leading or supervising a team of customer service staff;
Learning about your organization’s products or services and keeping up to date with changes.

Qualifications and Requirements:
Minimum educational qualifications required for the position include a Bachelor’s degree in any degree.
Minimum 7 years relevant experience.
Excellent leadership and problem solving skills.
Excellent interpersonal skills.
Excellent attention to detail with good analytical skills.
Excellent verbal and written communication skills.






http://jobs.vanguardngr.com/job/?id=168533