Vacancy For Manager, Customer Issue Resolution In A Reputable FMCG Company

CornerStone Staffing - Our client, a big player in the FMCG Industry, requires the services of a qualified candidate to fill the position below:     Job Title: Manager, Customer Issue Resolution Location: Lagos Job Description

• We are looking to recruit a Manager, Customer Issue Resolution. In this role, you will identify areas for service improvements and develop programs that improve the overall quality of the customer’s experience when interacting with the customer service team.

• Communicate regularly feedback to Product/Business owners to units to ensure delivery of quality service at all times to ensure high customer retention as well as providing ideas and suggestions to improve the departments’ products and services and to overcome its weaknesses.
• Identify drivers of customers’ dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.
• Identify project opportunities with high customer and business impact and provide such feedback to Business Process Improvement Unit to improve process utilizing process improvement and quality tools and methodologies.
• Responsible for period reports for management on complaint statistics and oversee Unit’s reports and statistics on monthly basis.
• Review complaint guidelines and policy for enhancement as well as to develop customer service procedures, policies and standards for organization or department.
• Manage complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
• Monitoring and managing Service Recovery Unit’ s (SRU) performance and adherence of Complaints standard turnaround time, tracking and reporting all written complaints received for Management awareness with SRU meetings to be held on a monthly basis on areas of improvement.
• Attend to complaints received from all channels ensuring all complaints are handled within the benchmark timeline and according to relevant Guidelines.
• Work with case owners to actively manage customer complaints within SLA of 85% closure within T+3 days.
• Work with frontline leads and key partners/resolution owners to ensure Contact Centre complaints are closed and resolutions are provided to customers in a timely manner for escalated cases.
• Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis.

• 5- 7 years of experience in complaint resolution and service recovery management.
• Analytical, able to analyse data, identify trends and make strategic recommendations.
• Able to perform analysis using at least Excel BI/Macro.
• Familiar with Contact Centre operating systems and processes
• Confident and possess strong interpersonal skills with the ability to work well with people of all levels.
• Excellent in written and verbal communication.

• Problem solving and conflict resolution experience.
• Excellent verbal, written and interpersonal skills, including the ability to communicate with people at all levels of an organisation.
• Demonstrated leadership experience.
• Excellent technical competence using Microsoft Office software and experience using customer management tools and systems.