Uncle Stan’s Food
Job Title: Customer Service Representative Manager
Location: Lagos
Job Summary:
As the Customer Service Representative Manager at Uncle Stan’s Food, you will lead a team of Customer Service Representatives dedicated to delivering exceptional service to our clients. Your role involves managing customer interactions across various channels, including phone and chat, while ensuring customer satisfaction and adherence to company policies. Leveraging your experience, you will handle inquiries, resolve issues, and drive a positive customer experience.
Key Responsibilities:
- Customer Interaction: Engage with customers professionally and courteously, addressing their inquiries, concerns, and feedback promptly and effectively.
- Problem Resolution: Use your expertise to troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution whenever possible.
- Product/Service Knowledge: Maintain a deep understanding of the company’s products, services, features, pricing, and policies to assist customers effectively.
- Communication: Communicate clearly and effectively with customers via phone, email, chat, and in-person interactions to ensure accurate understanding and resolution of their queries.
- Documentation: Keep accurate records of customer interactions, including inquiries, complaints, and resolutions, using appropriate documentation systems.
- Cross-functional Collaboration: Work closely with other departments, such as sales, billing, and technical support, to address complex customer issues and provide seamless service.
- Process Improvement: Identify opportunities for process improvements based on recurring customer issues or feedback and present suggestions to management.
- Quality Assurance: Ensure adherence to quality standards and service level agreements (SLAs) to maintain high-quality service delivery and customer satisfaction.
- Training and Development: Stay updated on product/service changes, industry trends, and customer service best practices through ongoing training and professional development.
- Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
Qualifications and Skills:
- Minimum of 1 year of experience in a customer service role, preferably in a similar industry or environment.
- Excellent verbal and written communication skills with a customer-centric approach.
- Strong problem-solving abilities and the capacity to handle challenging customer situations with empathy and professionalism.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Attention to detail and accuracy in documenting customer interactions and resolutions.
- Flexibility to adapt to changing priorities and work schedules, including evenings, weekends, and holidays as needed.
- Commitment to continuous learning and self-improvement to enhance job performance and customer satisfaction.
Benefits:
- Flexible Working Hours: Regular shifts with a balanced schedule.
- Job Type: Full-time, On-site.
- Salary: ₦200,000 per month.
Job Details:
- Job Types: Full-time, Permanent.
- Pay: ₦150,000.00 – ₦200,000.00 per month.
- Experience:
- Customer service: 4 years (Required).
- Customer service management: 3 years (Required).
- Education: Undergraduate (Preferred).
- Location: Lekki (Required).
- Ability to Commute/Relocate: Reliably commute or plan to relocate before starting work (Preferred).
Application Deadline: 16th March 2025
Expected Start Date: 3rd March 2025
Join Uncle Stan’s Food and lead a team dedicated to delivering exceptional customer service. Apply today to be part of a growing and dynamic organization!
