PZ Nigeria Plc Vacancy : Customer Service Manager

PZ Nigeria Plc is currently recruiting for the position of a Customer Service Manager. All Business Units – All States The Role: CUSTOMER SERVICE MANAGER  The successful candidate will be required to:  Ø   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). Ø  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. Ø  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. Ø  Identify and address development needs for floor staff on customer service and also develop staff training programs and reference manuals on customer service. Ø  Formulate and implement customer service policies and procedures; recommend improvements in service procedures and do an annual review of service procedures. Ø  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. Ø  Resolve escalated customer service issues, establish comprehensive customer data base and coordinate focus groups and customer satisfaction surveys. Ø  Develop departmental budget and control costs Ø  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 Click here to apply          SEARCH FOR HIGH PAID JOBS HERE