PURPOSE

Responsible for analyzing historical customer service data for trends and providing insight for business decision-making. Will actively participate in various expansion projects for FMN RDC depot operation, aimed at market penetration and superior customer services to FMN dealers.

THE JOB

• Develop and implement initiatives to improve customer services.
• Analyze and summarize customer issues to prepare appropriate development solutions/clarifications to respond to customers.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
• Maintain history records and related problem documentation for future reference.
• Maintain relationships with other internal departments as well as client base to improve business performance.
• Conduct training for customers and internal staff on company products and services.
• Identify training needs and develop training programs for customer service staff

THE PERSON MUST  

• Have strong communication and interpersonal skills.
• Possess a strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
• Have the ability to analyze huge volumes of data.
• Ability to multitask, prioritize, and manage time effectively.
• Be familiar with CRM systems and packages.

QUALIFICATION

• BSc/HND in Operations research, Organizational behavior, Mathematics or accounting,
• Masters in any field above will be an added advantage.

EXPERIENCE

• 5 years of experience in a similar role in FMCG or Telecom.