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Customer Relationship Manager at Kranite Nigeria Limited

Kranite Nigeria Limited commits itself to becoming an international company and a major Supplier and Designer Architectural Hardwares in Nigeria. The company is best sourced for wide range of activities related to Stainless Steel Railings; Aluminum Railings; Burglary Proof; Stone Coated Roof; Office Partitions; Shower Cubicles; Furniture & Fittings.

Job Responsibilities

  • Manage the development and implementation of customer service policies and procedures, including definition and communication of service delivery KPIs.
  • Directly handle complex and escalated customer service issues and track complaint resolution.
  • Monitor accuracy of service reporting and forecasting process as well as customer data base information.
  • Monitor the analysis and reporting of customer service performance, trend, availability, timeliness to deliver and capacity management.
  • Analyze relevant data to determine customer service outputs.
  • Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Direct the daily operations of the customer service team, project management, renewals and sales admin teams.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the teams.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Identify and implement strategies to improve quality of service, productivity and profitability.
  • Follow up, escalate and take action if service delivery is not meeting expectations.
  • Develop and implement processes with the customer to ensure effective information flow to speed up delivery timelines.
  • Collaborate with management and account/sales managers on customer account management and growth.
  • Liaise with Management to support and implement growth strategies for MainOne.
  • Co-ordinate and manage customer service projects and initiatives.
  • Evaluate and manage the performance of own teams, identifying and addressing team members’ training and coaching needs.
  • Manage the communication of program status, program readiness, business and other potential issues and their resolution across the organization up to Management level as required.

Qualifications/Competencies Required

  • Bachelor’s degree in a relevant field.
  • Post graduate or relevant professional qualification such as PMP or Prince 2 will be an advantage.
  • Bid/Tender Management experience
  • Decisive and able to overcome delays and meet aggressive delivery timelines
  • Self-starter and proactive
  • Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
  • Detailed oriented and able to take ownership of assigned tasks
  • Accountable and dependable
  • Strong organization skills
  • At least 5 years of relevant experience with at least 3 years in a senior service delivery role.
  • Advanced IFRS knowledge
  • Excellent interpersonal, relationship building and diplomacy skills
  • Excellent oral and written communication and presentation skills (at C Level)
  • Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
  • In-depth knowledge of Main One’s product and service offerings
  • Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
  • Ability to manage difficult situations and customers
  • Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
  • Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
  • Attention to details
  • High level of integrity and professionalism, especially in dealing with highly confidential information
  • Time and priority management skills.

Mode of Application
Interested and qualified candidates should send their Applications and CV’s to: info@kranite.com.ng

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