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Call Centre/Customer Support Manager at Softcom Limited

Softcom is a group of professionals whose overarching goal is to add value. For 3 years, we have supported organisations in their quest for impact and growth using Technology.

We are recruiting to fill the vacant position below:

Job Title: Call Centre/Customer Support Manager

Location: Nigeria

Job Description

  • We currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in Customer Support.
  • As a Call Centre/Customer Support Manager with Softcom, your investigative and problem solving skills will make a valuable contribution to the success of Softcom.
  • If you have had ample experience supervising a team of call centre agents or telemarketers, we will like to meets you.

Essential Duties and Responsibilities

  • Supervises, trains, evaluates and disciplines employees.
  • Hire and onboard new employees
  • Plans, organizes and controls the operation of the Customer Service Division;
  • Assigns personnel to the various operations and instructs them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.
  • Collaborates with Engineering Division in the development of new programs and changes to existing programs to meet future needs.
  • Assist in the formulation of targets for customer service team
  • Answer questions from customers and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • Performs related duties as required.

Qualifications

  • B.Sc./HND in Linguistics, English or related discipline.
  • Three (3) years Customer Service and Call Centre Experience.

Skills:

  • Ability to coach, mentor, and train direct reports.
  • Good written and verbal communication skills
  • Proficient in use of computers and date entry
  • Good working knowledge of Microsoft Word and Excel
  • Ability to work in a team as well as independently
  • Strong organizational skills
  • Able to think logically and to plan work with efficiency and productivity as a priority.
  • Ability to use critical thinking skills to improve business processes and efficiency
  • Able to respond to customers in a friendly and effective manner, some of whom will be demanding or evasive.
  • Consistent in following established procedures and in training staff to do the same.

Application Closing Date
15th November, 2017.

How to Apply

Interested and qualified candidates should:
Click here to apply online

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