Customer Service Manager at Drinks.ng

• We are looking for a motivated and experienced customer service manager to lead our customer service department and provide excellent customer service.
• The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
• Your responsibility will be to provide outstanding customer service to our clients by developing effective customer service procedures, setting customer satisfaction goals and promote the idea throughout the organisation.
• To qualify for the role, the ideal candidate will have proven experience working in a customer service position. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Analyse statistics and compile accurate reports, Assess service statistics and prepare detailed reports on your findings.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Supervising day-to-day operations in the customer service department.
• Maintain an orderly workflow according to priorities.