CUSTOMER SUPPORT MANAGER-VCSM0816 in Lagos, Nigeria

at VoguePay Nigeria

Industry
Banking / Financial Services
Specialization
Others
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Gender
Male or Female
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Job Description

 

JOB DESCRIPTION:

 

 

  • To oversee the day to day operations and activities of the customer support unit and staff representatives.

  • Must be able to manage different communication channels

  • Deliver prompt and professional solutions for customer inquires via phone,web, email, on-line chat ,social media and one-one communication etc.

  • Respond to customer emails and telephone inquiries.

  • Track,research, follow up ,prioritize,verify and resolve customer issues and requests in a timely and accurate fashion.

  • Track,trace and process transactions and status of payments in a timely manner.

  • Enhance the overall customer experience by recognizing problems and solving them effectively through liaising with all areas of the organization.

  • Ensure that customers are retained, satisfied, and their needs are fulfilled.

  • Maintain documentation of customer inquiries and responses for future reference.

  • Prioritize and handle escalated correspondence from customers within agreed SLA (Service Level Agreement).

  • Identify the need for new strategic programs to address issues or shortfalls in the customer experience.

  • Facilitate periodic consumer focus sessions to aimed at receiving feedbacks from customers.

  • Continuously review processes, policies, systems and behaviour across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.

  • Prepare/compile agreed periodic activity and performance reports for the attention of the directorate head.

  • Oversee implementation, integration and upgrade of new/existing solutions in the customer relationship management module (CRM) for effective and improved delivery.

  • Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.

  • Manage inter-functional relations to ensure synergy across the various departments.

  • Ensure continuous,periodic trainings for customer support officers .

  • Review, clarify and solve other related issues.

 

 

 

 

 

Requirements

 

SKILLS AND REQUIREMENTS

 

 

  • Must be able to work with or without close supervision.

  • Must be creative, initiative,full of drive and innovative.

  • Must be team-oriented, hardworking and organized.

  • Must be able to work under pressure,with people tolerance ability.

  • Must have customer relation skills and be customer satisfaction oriented.

  • Excellent communication and listening skills.

  • Good mathematical and computer/IT skills,with the ability to explain complex information clearly and simply.

  • Must be a coordinated ,effective time manager and give attention to details.

  • Soft technical skills with the ability to analyze research information.

  • High energy level and enthusiasm for service delivery.

 

 

 

  • Minimum qualification ,not less than a University Degree or HND with equivalent prerequisite work experience.

  • Not more than 28 years Old.

 

Please send your CV and cover letter to careers@voguepay.com ,use job position title as subject. Visit our website:www.voguepay.com

 

Application closes at noon on Monday 05th September,2016

 

 

 

 

 

 

 

  Apply Now

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