Senior Customer Service Officer

We are currently looking for talented individuals with a passion for emerging markets to join our team and embark on our exciting employment journey.

We are recruiting to fill the position below:?

Job Title: Senior Customer Service Officer

Location: Lagos

Job Type: Full Time

Remuneration: ₦45,000 - ₦60,000

Job Description:

  • As Senior Customer Service Officer, you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey
  • This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention
  • Create a persistent focus on the customer in all key actions the company takes.
  • Drive the organisation to work together for optimum customer experience delivery.
  • Support leaders in their role in the customer experience transformation journey

In particular, you will:

  • Establish metrics for defining the relationship with the customer
  • Proactively collect and analyze the Voice of the Customer (real-time, surveys, etc.)
  • Social media interaction, Google AdWords, Google AdSense, etc.
  • Influence inter-departmental agreement on how to deliver greatest value to our customers:
  • Define what customers value to determine the differentiating experience to deliver.
  • In partnership with leaders, drive accountability through cross-department data and metrics
  • Drive tracking and reporting mechanisms to get reliability in key interactions.
  • Lead the accountability forums - when to meet and with whom to drive accountability.
  • Work with all department leaders to drive customer focus culture change.
  • Implement and drive new projects/pilots

Required Skills & Qualifications:

  • Excellent communication skills with the ability to distil complex issues and detailed analysis into simple, structured frameworks
  • Good knowledge of Social media marketing, Google AdWords, Google AdSense and similar PPC, PPV Advert platforms
  • Strong empathy for customers, a passion for customer insights and research rooted in placing the customer's wants and needs first above all

Application Closing Date:
Not Specified.

How to Apply:
Interested and qualified candidates should:?

Apply for this JOB