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.

Application Closing Date
11th March, 2019.

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