Customer Service Manager in Lagos, Nigeria

at Healthplus

Healthcare / Medical
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

The Customer Service Manager will be responsible for directing the management of day-to-day operations of a team of representatives who handle customer service inquiries, order processing, and problem resolution. Oversee the development and implementation of policies, procedures, operating structure and systems.

Key elements of the role

Report to the COO

Support with the planning, developing and implementing of strategy for the customer relationship management function
A courteous, professional and friendly phone manner
Solve product or service problems by clarifying the customer's complaint and explaining the best solution to solve the problem
Initiate required action for response to customer service requests for order changes, maintenance of order/customer information files and communicate changes to the appropriate personnel/departments
Play a role in the development of proficient customer relationship management processes and applications.
Develop, optimize and implement business models for retention of company’s customer base
Manage and optimize customer information on a customer relationship management software
Advice on customer relationship management activities and ensure monthly reporting
Identify and implement processes to improve and ensure accuracy of customer data
Manage the customer care telephone lines
Ensure key customer memorable events are promptly acknowledged


Membership of a recognised professional body is an added advantage
Leadership, managerial and teambuilding skills
Negotiation and persuasion skills
Excellent interpersonal and people skills
Planning & organisational Skill
Ability to manage time and prioritise tasks
Good problem solving and decision making skills
Excellent verbal and written communication skills
High standard of attention to detail
In-depth knowledge of customer service principles and practices
Proficiency in CRM systems
A good working Knowledge of Microsoft Office Suite like Word, Outlook, and Excel

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