Assistant Manager, Customer Service at Flour Mills of Nigeria Plc

Purpose of the Job

• Responsible for executing the work plan and programs of call center operations in adherence to defined policies and guidelines.

The Job

• Assist in ensuring optimal utilization of CRM systems and tools in the call Centre operations.
• Lead team meetings and present reports for effective decision making to drive improvement.
• Assist in monitoring compliance to defined service levels within the call Centre.
• Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries.
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Handle customer complaints, provide appropriate solutions and alternatives within the set time limit.
• Analyze call center data and prepare management report.
• Evaluate staff effectiveness and performance annually or on an at-need basis.

Qualification and Experience

• Candidates should possess a B.Sc / HND preferably in the field of numerate Science, Business Admin, Engineering.
• 3-5 years’ relevant experience with manufacturing industry and telecom industry.

The Person Must:

• Have strong communication and interpersonal skills.
• Possess strong capacity to handle stress problem solving abilities and decision making prowess.
• Have strong leadership ability and presentation skills.
• Ability to multitask, prioritize and manage time effectively.
• Be familiar with CRM systems and packages.