Customer Service Manager I Job

Dangote Group is one of Nigeria’s most diversified business conglomerates with a hard – earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.

We are recruiting to fill the position below:

Job Position: Customer Service Manager I

Job Location: Dangote Cement I Coast

Job Description

• Manage customer relations by ensuring consistent quality in service delivery, customer satisfaction and, ultimately, customer loyalty.

Key Activities and Responsibilities

• Develop and lead the implementation of customer relations programmes or initiatives, including through operations with approved call centres.
• Develop dashboards and conduct periodic monitoring to ensure that customer relationship objectives are being met.
• Establish an effective system to ensure the prompt resolution of customer complaints or enquiries.
• Liaise with area managers to obtain and provide customer information.
• Conduct periodic customer surveys and communicate the results to the sales team and management.
• Coordinate the provision of information on customer concerns to area managers in the relevant areas and follow up to ensure resolution and customer satisfaction.
• Obtain qualitative and quantitative studies from specialist firms when necessary to improve Dangote Cement Senegal's customer service delivery.
• Perform any other tasks assigned as deemed necessary by the Sales Department.

Key Requirements
Qualifications and Professional Experience:

• Bachelor's Degree or equivalent in Marketing, Social Sciences or a similar discipline.
• Minimum of seven (7) years of experience, including at least two (2) years in a managerial position.
• Postgraduate degree
• Certification in customer management would be an added advantage

Skills and Competencies:

• A thorough understanding of trends, challenges, opportunities, regulations and legislation relating to the cement manufacturing industry.
• In-depth knowledge of Dangote's product and service offering.
• Thorough knowledge of customer relationship concepts, techniques and methodologies.
• Thorough knowledge of market/customer segmentation methodologies.
• Very good leadership and people management skills.
• Strong negotiation and relationship management skills.
• Very good communication, presentation and facilitation skills.
• Strong customer focus.
• High sense of responsibility.