About Food Concepts PLC and Chicken Republic
Food Concepts PLC began its journey in 2001 with a clear and focused mission: to transform the food industry in West Africa and deliver exceptional value to its stakeholders.
In 2004, Chicken Republic, a subsidiary of Food Concepts, was launched and has since grown exponentially, operating over 55 stores across Nigeria and Ghana. Today, Chicken Republic proudly holds the title of the fastest-growing chicken Quick Service Restaurant (QSR) in West Africa and is recognized as the leading chicken QSR in Nigeria, both in terms of revenue and the number of outlets.
Current Recruitment Opportunities at Chicken Republic – Food Concepts
Customer Service Associate
Job Specifications:
- Employment Type: Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos, Nigeria
- Category: Customer Care Jobs
Job Description:
- Supervise contact center operations, ensuring prompt and professional customer interactions.
- Manage and lead the customer service team, including task allocation and performance monitoring.
- Oversee the resolution of customer queries and complaints within SLAs.
- Monitor and improve SLA compliance and customer satisfaction levels.
- Prepare and analyze reports on customer service performance and trends.
- Conduct quality audits and implement continuous improvement initiatives.
- Collaborate with other departments to enhance the overall customer experience.
- Identify training needs and organize development sessions for the team.
Key Performance Indicators (KPIs):
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT) Score
- SLA Compliance Rate
- Complaint Resolution Rate
- Quality Assurance Scores
Qualifications and Requirements:
- Knowledge of customer service best practices, Microsoft Office tools, and CRM software.
- Familiarity with Health & Safety regulations.
- Excellent interpersonal and communication skills.
- Minimum of BSc./HND required.
- Membership of ICSN or related professional certification is an added advantage.
- 3-5 years of experience in a similar role.
Deadline: Not Specified
Join Chicken Republic – Food Concepts and be part of a dynamic team driving innovation and excellence in West Africa’s food industry!
