Ongoing Recruitment at CornerStone Staffing

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CornerStone Staffing - Our client, a big player in the FMCG Industry, is recruiting suitably qualified candidates to fill the position below:     Job Title: Customer Service Intern Location: Lagos Slot: 200 Job Description

• This is a 6-month paid learning experience with the team of passionate, fun and energetic people who save the day for 150 million customers one call at a time.

Key Responsibilities

• Deliver prompt and professional solutions for customer inquires via phone, email, on-line chat and one-one communication etc.
• Must effectively manage different communication channels:resolve customer complaints via all available phone, email.
• Direct or route customer calls to appropriate personnel for assistance.
• Track and follow-up all customer requests in a timely manner.
• Compile reports on overall customer satisfaction.
• Identify and assess customers’ needs to achieve satisfaction.
• Work with customer service manager to ensure proper customer service is being delivered.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Handle dissatisfied customers in a polite and professional fashion.
• Track and follow-up all customer requests in a timely manner.
• Compile reports on overall customer satisfaction.
• Identify and assess customers’ needs to achieve satisfaction.

Knowledge, Skills, and Experience

• Minimum B.Sc /HND required in any field. 3 years relevant experience
• Computer skills including the ability to spreadsheet and word-processing programs at a basic proficient level
• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
• Ability to multi-task and manage several projects simultaneously
• Exceptional customer service and follow up skills
• Effective communication and interpersonal skills (both written and verbal)
• Self-motivated and able to work independently and in team environments

Interested and qualified candidates should:  Click here to apply online     Job Title: Summer Intern Location: Lagos Job Description

• The internship program is designed to provide real-world experience that is directly related to your academic discipline and career goals and provide you a better understanding of career options for your degree.

Components of the program include:

• Hands-on experience working as a member of a specific department and team.
• Assigned projects to accelerate learning of key functions/process.
• Cross-functional departmental exposures within the corporate office.
• Tours and exposure to other business areas (e.g., stores, distribution center) to ensure full understanding of the
• company structure and strategy.
• End of program presentation of project findings, and recommended course of action to executives.
• The following internship positions are currently available: Marketing, Sales, Commercial, HR, IT, Supply Chain, Finance, Customer Operations.

Requirements

• Years of Related Professional Experience: 1 - 2 years
• Minimum of 2:1
• Recent graduates can be considered/About to complete and/or completed NYSC
• Proficient in word, excel, power point, etc.
• Good written and verbal communication skills.
• A passion for retail, and interested in being part of crafting the future of retail.

Interested and qualified candidates should:  Click here to apply     Job Title: Supply Chain Operations Intern Location: Lagos Job Description

• How would you like to be able to impact the supply chain from end-to-end? Are you a leader with a passion for winning? Do you have a proven track record of creativity, innovation, analysis and problem solving skills? Supply Network Operations roles are uniquely designed to give you that opportunity.
• As a Supply Chain Operations Intern, you will be offered major responsibilities immediately, while you grow your skills through a variety of on-the-job experiences.

The internship program is designed to provide real-world experience that is directly related to your academic discipline and career goals and provide you a better understanding of career options for your degree. Components of the program include:

• Customer feedback: identify features, processes and experience ways to get those feedbacks
• Processes: based on those feedbacks, define actionable recommendations and create processes to implement the highest potential actions
• Tracking: make a good use of internal data to build beautiful dashboards that track the impact of your actions
• Play an integral role in developing clear lifecycle strategies and processes that aim to bring consistency and efficiency to our CRM efforts
• Analyse large data sets to identify opportunities that drive incremental funnel efficiency
• Rigorously track and monitor past and current marketing campaign performance and user behaviour to recommend strategies and campaigns that will increase engagement.
• Run experimentations that will generate the insights of tomorrow

Requirements

• Majors: Electrical Engineering, Mechanical Engineering, Software Engineering, Computer Engineering or Computer Science or Supply Chain Management
• 4.0 minimum GPA strongly preferred
• Empathy: you have a great ability to understand and embrace people’s differences and act accordingly
• Data driven mentality: you make decisions based on data to prioritise the most impactful actions and sound business judgment through analytical thinking.
• Out of the box thinking: you have the ability to identify new ways to do stuff and the willingness to implement it.
• Do-er: you like to execute by yourself the projects your work on, you are not afraid to do operational tasks and have the ability to deliver quickly and efficiently.
• Intermediate Excel is required.

Interested and qualified candidate should:  Click here to apply     Job Title: Head, Contact Centre Operations Location: Lagos Job Description

• Our Client, is looking to recruit a Head Contact Centre Operations
• This operational leadership position is responsible for day-to-day planning, measuring, and executing service quality and operations for the contact center operations.

Responsibilities

• Responsible for leading the customer service representatives and the associated supervisory and managerial staff through the overall servicing strategy, and delivering against expected results, while caring for the specific needs of the site
• Be the primary “voice of the customer” within the company to develop and track necessary surveys, product and customer metrics (e.g. defects, customer satisfaction, call times & utilization, etc.) and to advocate on behalf of customers to achieve consistent, high-value CSAT scores
• Lead and manage teams of 4 Group Managers (CS) and 400 Customer Service Associates; responsible for the overall direction and performance of the teams.
• Accountable for driving complex and variable key initiatives from concept to implementation, ensuring alignment to business goals
• Evaluate and champion innovation through process improvement, technology solutions and policy changes
• Collaborate with leadership, peers and identified stakeholders to develop and manage cross-functional relationships and projects
• Drive adherence to control processes and procedures and identify risks that could impact operational execution; ensure mitigation strategies are developed and executed
• Lead, coach, and mentor a direct team of Sr. Managers
• Create and maintain a work environment that is conducive to employee engagement, satisfaction, development and retention

Education and Experience

• 10 - 15 years of experience in B2C retail & FMCG/Telecoms customer service experience required.
• 8+ years of management/leadership of a Customer Service team for Manager position
• Successful management of Net Promoter Score survey and response programs
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
• Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
• Project Management experience
• People management of large teams (At least up to 300+ indirect reports and 4+ direct reports).

Skills and Competencies:

• Leadership development - Coach direct reports to become “Ultimate Hosts” as leaders for their own direct reports.
• Inspiring Teams - Help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
• Strategic Thinking and Analytical Skills - Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
• Entrepreneurial Spirit - Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
• Financial Prowess - Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts.
• Simplify - Able to see through complexity to find best path forward.

Interested and qualified candidates should:  Click here to apply

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