Manager - Customer Operations Walk In West 2.customer Relations And Experience

Customer Relations And Experience

Reports To: Senior Manager - Customer Operations Walk In Lagos and South West

Division: Customer Relations And Experience

Mission:

Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships

Description:

Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.

Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to and customer informed of status in the resolution process.

Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.

Monitor and prepare periodic report on sales and generate periodic reports for management review.

Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.

Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.

Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.

Ensure optimum stock levels within service centres in assigned region

Oversee customer care delivery within the region and ensure MTNN's quality standard is maintained

Ensure experiential marketing activities undertaken to assist customers in understanding and usage of products and services

Gather customer intelligence through interaction with customers within assigned region

Provide bill reprinting and payment collections services

Ensure products and services are sold to best suit customer needs

Education:

First degree in Social Science or any related field

An MBA is desirable

Experience:

6 -13 years' experience which includes:

3 years work experience in area of specialization in experience supervising others

Experience in financial credit risk management

Experience in credit matrix scoring and assessment

Exposure to telecom billing technologies and complementary technologies

Experience in managing complex processes and procedures