Dangote Group || Customer Service Manager

The Dangote Group, based in the vibrant West African metropolis of Lagos, is one of the most diverse commercial empires in Nigeria. It has a well-deserved reputation for superior business procedures and high-quality products.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Employment Type: Full Time

Job Description

• We are seeking a passionate and experienced Customer Service Manager who will be responsible for managing customer complaints, conducting investigations and reconciliations, providing guidance on processes, performing sales audits, and overseeing call center operations.
• This role requires a proactive leader with strong problem-solving skills and a deep understanding of the oil and gas refining sector

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Key Duties & Responsibilities

Complaints Management:

• Handle and resolve customer complaints efficiently, ensuring a high level of customer satisfaction.
• Implement procedures for tracking, analyzing, and addressing complaints to prevent issue recurrence.
• Address customer needs and concerns promptly, providing tailored solutions to meet client requirements.

Investigation and Reconciliation:

• Conduct thorough investigations into customer issues, discrepancies, and complaints.
• Reconcile customer accounts and resolve all inconsistencies or issues identified during investigation(s).

Process Guidance:

• Provide guidance and support on customer service processes, ensuring strict adherence to best practices.
• Develop and implement process improvements to enhance service efficiency and effectiveness.

Sales Audit:

• Oversee and conduct audits of sales transactions and processes to ensure accuracy and compliance with operational policies.
• Identify and address all issues or discrepancies found during conducted audits.

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Call Center Management:

• Manage and lead the call center team, ensuring that customer inquiries and issues are handled professionally and promptly.
• Monitor call center performance metrics and implement strategies for improvement.

Requirements

• Bachelor’s Degree in the Arts. A Master’s degree or professional certifications is a plus.
• Minimum of 5 years of experience in customer service management, with at least (2) years in a supervisory role within the oil and gas industry.
• Strong understanding of refinery operations and customer service processes.
• Proven experience in managing complaints, conducting investigations, and performing audits.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in CRM software, call center technologies, and Microsoft Office Suite.
• Ability to work independently and lead a team in a fast-paced environment.

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Benefits

• Private Health Insurance
• Opportunities for Professional Growth and Career Advancement
• Paid Time Off
• Training & Development
• Competitive salary
• Collaborative and supportive work environment.

Application Deadline: Not Specified.