Customer Support/Experience Manager

Career Buddy

Lagos, Nigeria

Full time

Nov 9

About the role

Our client is looking to hire a Customer Support Manager to help them enhance their customer relationship. You will establish channels and strategies that will guarantee a seamless customer experience for their business. 

Generally, you will organize, plan, and monitor the company’s customer service department to ensure optimized interaction between the company and their customers.

  What do you need to be considered successful?

You will oversee the activities of the customer support team to ensure that their interactions with customers reflect positively on the company. You will also be responsible for the following:

  • Oversee the hiring, orienting, and training of an organization’s customer experience team
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick responses to inquiries
  • Liaise with the production and creative departments to ensure delivery of high-quality products and services
  • Establish communication mediums through which customers can readily contact the company and vice versa
  • Prepare and manage annual budgets in achieving set objectives and goals
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.

How Important are you to the bottom line?

The impression the customers and the general public holds of the company depends largely on your ability to manage the customer’s experience. You represent the voice of the organisation, hence, you must ensure great customer experiences in order to increase the likelihood of customer retention.

The biggest problem-solving duties on the Job

You must have a data-driven analytical mind i.e. you should be able to provide meaningful insights based on feedback from customers, that will help our client make informed and profitable decisions that will further improve customer’s experience. 

What do you need to have done in your career?

  • A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
  • At least 2 years experience as a customer experience specialist, or a similar customer support role
  • Experience working with Insurance or Financial Services
  • Extensive experience in gathering and interpreting customer experience information
  • Solid knowledge of online customer engagement platforms and channels
  • Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM
  • Exceptional interpersonal skills and a client-centred approach
  • Great organizational and time management abilities
  • Superb communication, collaboration, and problem-solving skills

What do you stand to gain?

  • The exciting opportunity to be part of building something extraordinary
  • Competitive Salary
  • A nearly unlimited room for career growth with support along the way


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