Customer Service Manager – Lagos

Customer service
Nigeria
October 30, 2024
Full Time
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Job Description

Bboxx is a super platform, transforming lives and unlocking potential by providing access to essential products and services across Africa.

Role Brief:
The Customer Service manager will be responsible for balancing cost and quality in customer service: creating a customer service experience across multiple channels (Call Centre, Shops, Self-Service Apps, and more) that encourages long-term loyalty and growth with Bboxx, while also implementing initiatives to reduce cost-to-serve.

What you can expect to be doing:

  • Assist in the implementation of a Customer Service Call Centre
    Manage daily operations at the Customer Service Call Centre; including a team of supervisors and call operators
    Coordinate the collection of data from the Call Centre and provide reports to Senior Management.
    Monitor and improve customer service across the Bboxx Shop network
    Coordinate the implementation of Customer Satisfaction Surveys
    Work with Regional Managers to implement operational improvements at the Customer Service Call Centre
    Regularly review customer service call center processes so that you can document new or update the existing
    Train new Customer Service staff
    Maintain a positive, empathetic, and professional attitude toward customers at all times
    Know our products inside and out so that you can answer questions
    Perform other administrative support duties as required
    Handle and manage all discussions/relationships with external partners (Telecoms, service providers)

Description of tasks:

  • Day-to-day management of Call Centre Team
  • Manage budget for the Customer Service department
  • Collect and produce reports for senior management for various reporting
  • Raise recurring customer issues with senior management
  • Carry out process audits for all aftersales processes to be managed at the Call Centre
  • Meet targets for reduction of late payers through call center processes
  • Meet targets for call volumes and response to mass SMS systems
  • Perform quality assurance on out-going calls and shop interactions
  • Assist in recruitment and training for new staff
  • Escalation of Technical issues
  • Manage all projects/Pilots handled in the call center
  • Manage the planning of shifts for both supervisors and call operators.

What we are looking for:

  • Must hold a relevant Business degree, or related field with at least 3 years’ experience in a Customer Service / Call Centre based role, including people management.
  • Desired skills include:
  • Strong analytical skills
  • Excellent communication
  • Strong motivational skills
  • Good at planning and organization
  • Polite, tactful, and friendly attitude
  • Ability to multi-task
  • Excellent problem-solving skills
  • Ability to show understanding of customer needs
  • High attention to detail and excellent analytical skills
  • High integrity and ethical level;
  • Able to maintain utmost confidentiality of information in their possession
  • Excellent communication, interpersonal, negotiation, and presentation skills
  • Self-motivated, confident, and outgoing personality
  • Have great attention to detail and can get things done to completion

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