Vacancy at CasaBella Beauty for Customer Service Head

HealthPlus Limited - Our sister company, CasaBella Beauty, is a one-stop store for beauty and grooming solutions for men and women. CasaBella International was incorporated in 2008 and became the exclusive distributor for Revlon in Nigeria. The first CasaBella store opened in Lagos in 2010 and today, CasaBella Beauty is the fastest-growing retailer of beauty supplies in West Africa. We are recruiting to fill the position below: Job Title: Head, Customer Service Reference #: HP/CS/HCSU/10 Location: Lagos, Nigeria Contract Type: Permanent Job Functions

Banking,Call Centre,Client Services,Communications,Data Management,Operator,Public Relations,Quality Control,Sales,Social Media,Strategic Communication

Industries:

Call Centre & Helpdesk,Consulting Services,Ecommerce,ICT - Information & Communications Technology,Retail,Wholesale

Specification

Partner with the management team to align customer service department policies and systems with the company's objectives
Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department
Provide feedback to management regarding service failures or customer concerns
Oversee customer issues and ensures effective resolution
Ensure professional responses are given (within pre-agreed SLAs) to all enquirers, requests or complaints received from customers
Act as the “Voice of the Customer” within the organisation
Improve First Call Resolution, Average Handling Times and other contact center metrics
Continually develop self and stay abreast of customer service trends
Coach Customer Service Team in order to achieve high performance
Develop training plan for the department
Perform other related duties as assigned

Requirements

Bachelor's Degree in any technical field
Strong client-facing and communication skills (i.e. Active listening, understanding, speaking/writing)
Excellent customer service orientation
Professional membership with CICRM or a related professional body is an added advantage
Advanced troubleshooting and multi-tasking skills
Planning & organisational Skill
Good problem solving and decision making skills
Excellent verbal and written communication skills
Ability to influence and show empathy
Master's Degree in a related field is an added advantage
12 years experience in a structured organisation, covering a range of service functional areas, 6 years of which must be in a managerial capacity
Leadership, managerial and team building skills
In-depth knowledge of customer service principles and practices
Proficiency in CRM systems
Awareness of industry’s customer service trends
Strong negotiation skills
High standard of attention to detail
Advanced Knowledge of Microsoft Office Suite like Word, Outlook, and Excel