Customer Care Manager

About the role

eRecruiter is recruiting, on behalf of its client, a Customer Care Manager for a leading Nigerian power solutions provider with over 1,500 employees and a branch network across West Africa. The company is expanding and the position is based in Lagos. The role maintains customer satisfaction through problem-solving support and staff management.

Key responsibilities

• Set the customer service plan, goals, objectives, budget, policies and procedures
• Manage the customer service team: recruit, train, schedule, coach, counsel and discipline staff, and review their performance and compensation
• Maximise CRM effectiveness by monitoring data quality and producing weekly and monthly reports
• Hold weekly team meetings, attend sales, aftersales and marketing meetings, and prepare reports for division heads
• Forecast requirements, prepare an annual budget, analyse variances and take corrective action
• Improve service quality by redesigning processes, setting service metrics and analysing results
• Provide help desk resources and technical advice, resolve problems and run surveys and focus groups with customers
• Develop innovative campaigns to reach customers and improve the company's image

Required profile

• Degree in any discipline or equivalent; English proficiency required (Hausa, Yoruba and Pidgin English a plus)
• At least 5 years as a customer care manager and around 10 years in customer care/service
• Experience with a power generation company is a plus
• Knowledge of customer service principles, call centre telephony and technology, and administration and clerical processes
• Budgeting and planning experience; ability to lead a team and set standards and policies

Required skills

• Proficiency in relevant computer applications and good data entry and typing skills
• Verbal and written communication, listening, problem analysis and decision-making
• Analytical, organisational and attention-to-detail skills, adaptability and stress tolerance