Overview
Dangote Group is one of Nigeria’s most diversified business conglomerates with a hard – earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.
Job Position: Customer Service Manager
Job Location: Lagos
Job Description
- We are seeking a passionate and experienced Customer Service Manager who will be responsible for managing customer complaints, conducting investigations and reconciliations, providing guidance on processes, performing sales audits, and overseeing call center operations.
- This role requires a proactive leader with strong problem-solving skills and a deep understanding of the oil and gas refining sector
Job Responsibilities
Complaints Management:
- Handle and resolve customer complaints efficiently, ensuring a high level of customer satisfaction.
- Implement procedures for tracking, analyzing, and addressing complaints to prevent issue recurrence.
- Address customer needs and concerns promptly, providing tailored solutions to meet client requirements.
Investigation and Reconciliation:
- Conduct thorough investigations into customer issues, discrepancies, and complaints.
- Reconcile customer accounts and resolve all inconsistencies or issues identified during investigation(s).
Process Guidance:
- Provide guidance and support on customer service processes, ensuring strict adherence to best practices.
- Develop and implement process improvements to enhance service efficiency and effectiveness.
Sales Audit:
- Oversee and conduct audits of sales transactions and processes to ensure accuracy and compliance with operational policies.
- Identify and address all issues or discrepancies found during conducted audits.
Call Center Management:
- Manage and lead the call center team, ensuring that customer inquiries and issues are handled professionally and promptly.
- Monitor call center performance metrics and implement strategies for improvement.
Job Requirements
- Bachelor’s Degree in the Arts. A Master’s degree or professional certifications is a plus.
- Minimum of 5 years of experience in customer service management, with at least (2) years in a supervisory role within the oil and gas industry.
- Strong understanding of refinery operations and customer service processes.
- Proven experience in managing complaints, conducting investigations, and performing audits.
- Excellent leadership, communication, and problem-solving skills.
- Proficiency in CRM software, call center technologies, and Microsoft Office Suite.
- Ability to work independently and lead a team in a fast-paced environment.
Benefits
- Private Health Insurance
- Opportunities for Professional Growth and Career Advancement
- Paid Time Off
- Training & Development
- Competitive salary
- Collaborative and supportive work environment.
How to Apply
Interested and qualified candidates should:
Click here to apply online
