Customer Service Manager at Chips, Bits & Bytes Limited (CBBL) October 2017

Chips, Bits & Bytes Limited (CBBL) is a company registered in Nigeria to provide E-learning Technology and Power Solutions (Inverter & Solar).

We are recruiting to fill the position below:

Job Title: Customer Service Manager (e-LEARNING)
Location: Lagos

General Purpose

• Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job Responsibilities

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyse relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution