Our Client is an emerging conglomerate with strong presence in the oil and gas sector and a strategic focus on growing a diversified business portfolio spanning all critical sectors (manufacturing, agriculture, mining and distributive trade etc.). The Group is transitioning from largely entrepreneurial to a more institutional governance mode, to enable effectiveness in managing an expanding business portfolio and the challenge of implementing an ambitious growth strategy. These developments have combined to create exciting career opportunities at executive leadership, operational management and professional level position.
Position: Head Customer Care (Ref: M 017)
This role supports and promotes the Group’s focus on strengthening customer relationship and service performance to ensure that customer needs and complains are effectively addressed to enable high level of customer loyalty and satisfaction.
Key Accountabilities;
- Develops customer service policies, procedures and standards, as well as service level agreements for all busmen units of the Group,
- Develops and implements customer service and customer care strategies and plans
- Develops and administers customer feedback or complaints procedure forms.
- Coordinates the activities of the Customer Care function and staff in all operational (depot) locations.
- Organizes and coordinates scheduled customer care visits to address customer issues and/ or clarify on issue resolutions initiatives and plans
- Acts to ensure that communication and Service Level Agreements between all departments are maintained effectively, so that quality service is delivered to the customer.
- Liaises with all Heads of departments to and discuss and gather customer feedback and possible solutions to improve to customer service standards.
- Works with the Human Resource department to organize programmes to train staff on high level customer service delivery.
- Prepares and presents periodic reports to the group Executive management Team on all customer service issues and implement actions
Skills and Competencies
- The ideal person for this role must demonstrate excellent customer engagement, listening and persuasive skills and the ability to engage and solve problems under pressure, good interpersonal relationship management and communication capacity. The person must have good planning and organizing ability and be self-motivated and capable of influencing behavior change in a positive way that projects the Group’s interest.
Education and Experience:
- First Degree in marketing, Business Administration or a social Sciences discipline
- Membership of professional bodies in customer care e.g. Customer Care Institute (an advantage)
- 8 years experience in the customer service function of a similar organisation.
How to Apply:
If you meet the requirements above please forward your application and a copy of your resume electronically to clientrecruit@ng.pwc.com quoting the relevant reference code for the position applied for at the top right-hand corner.
Application closes on 21st July 2011.
Please note that only short listed candidates will be contacted.
