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Service Center Manager (Expatriates in Nigeria) at Smart Partners Consulting Limited

Smart Partners Consulting Limited – Our client, an International Brand with interest in Nigeria is recruiting to fill the position below:

Job Title:  Service Center Manager (Expatriates in Nigeria)

Location: Kaduna
Employment Type: Full-time

Job Requirements

  • Master’s Degree.
  • Candidate must be an expatriate.
  • Minimum of 10 years working experience in a similar capacity.
  • Experience in customer service is required.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting and budgeting procedures.
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with problem-solving ability.
  • Positive and patient.
  • Certified Call Center Manager or equivalent qualification is an added advantage.

Job Responsibilities

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Displays extensive working knowledge of industry standards and practices, including product details and company services offered
  • Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
  • Assists with or performs administrative tasks
  • Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
  • Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
  • Resolves service desk problems and improves current service desk methods to increase productivity and customer service
  • Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
  • Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
  • Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.

Posted in United Nations & Multinational Jobs in Nigeria

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