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

Tagged as: Customer Service, Sales