Customer Service Manager jobs career at PZ Cussons Nigeria 2013

CUSTOMER SERVICE MANAGER
ALL BUSINESS UNITS – ALL STATES
THE ROLE: CUSTOMER SERVICE MANAGER
THE SUCCESSFUL CANDIDATE WILL BE REQUIRED TO:
Ensure the consistent achievement of customer service levels and standards in all CoolWorld stores to enhance the brand image, growth,

profitability and CoolWorld’s unique selling point (customer service).

Lead and manage with support from Retail Managers all customer service officers in the store and provide customer service
grooming for every other store staff.
Perform quarterly staff performance evaluations on customer service skills and relationship; escalate to the business weak
points, and recommend drive the implementation of corrective measures taken.
Identify and address development needs for floor staff on customer service and also develop staff training programs and
reference manuals on customer service.
Formulate and implement customer service policies and procedures; recommend improvements in service procedures and do an annual review of service procedures.

Determine customer service requirements through surveys, focus groups and benchmarking best practices; and analyze data to
identify strategies for improvement of service, productivity and profitability.
Resolve escalated customer service issues, establish comprehensive customer data base and coordinate focus groups and customer
satisfaction surveys.
Develop departmental budget and control costs
Coach new recruits on CoolWorld customized customer service delivery.
THE PERSON: THE RIGHT CANDIDATE MUST
A high energy and results-driven professional with over 5-years customer service experience in a managerial capacity.
Retail experience is essential
Have interpersonal skills and effective communication both verbal and written.
Must be good on Microsoft Office – Excel & Word and CRM software.
Have a CAN DO attitude, exhibiting our core values – COURAGE, ACCOUNTABILITY, NETWORKING, DRIVE and ONENESS.
CLOSING DATE: 18 Mar 2013
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