Customer Care Head in Lagos, Nigeria

at Dangote Group [TEMA]

Industry
Manufacturing / Production
Specialization
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Gender
Male or Female

Job Description

Project Descriptions

  • Providing leadership and direction to the customer relations care function to ensure consistent quality in service delivery, customer satisfaction and ultimately, customer retention and expansion of customer base.
  • Developing and driving the implementation of approved programmes or initiatives for customer relations and call centre operations.
  • Developing quality/ performance measures for the department and monitor periodically to ensure targets are achieved.

Job Responsibilities

  • Instituting relevant systems to support the CRM framework and ensure timely resolution of complaints or enquiries from customers.
  • Liaising with other sales & marketing unit heads to obtain and provide information on customers.
  • Staying abreast of new technologies in customer relations and call centre operations and provide recommendations to Management on relevant improvements.
  • Driving periodic customer surveys and provide results to the Market Intelligence team for inclusion in Market Intelligent.

 

 

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