WireMyCake ongoing recruitment for suitable and qualified applicants to fill the position of Customer Service Manager. The Position is based in Nigeria.
- Provide excellent customer service and promote this culture throughout the organization.
- Increase customer satisfaction, loyalty and customers’ retention and meet their expectations.
- Maintain customer service standards, policies and procedures for the organization or department.
- Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities.
- Act as the first point for customers complains; resolving customer issues and attaining efficiency goals.
- Responsible for communication to and retention of client accounts.
- Responsible for the leadership objectives of the organizations customers account.
- Resolve complaints and order issues.
- Ask customers to provide feedback on customer service experience.
- Keep abreast of new policies in the industry
- Isolate and identify areas of improvement; make recommendations to be adapted.
- Support the Bakers in service delivery monitoring to customers.
- Leverage IT (social media) to respond to customer complaints and praise.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Work closely between the bakers, supply chain and sales operations management.
- Ensures compliance with regulations, legislation and quality compliance policies.
- Any other duty that may be assigned by the MD from time to time.
Job Knowledge, Skills, Experience & Education:
- B.Sc/Hnd/OND in any Social Science field
- In-depth knowledge of customer service policies and practices
- Proficiency in CRM systems, MS Office applications
- Age: 20-27
- Have a deep desire to work in the confectionery industry
- Very sociable
- Very social media savvy and knowledgeable of current trends
- Ability to work well with others
- Excellent written and verbal communication skills
- Ability to work flexibly and under initiative to achieve set objectives
- Open to challenges.