Theophilus Isibor

Customer Care ManagerFull Time

• Job Details: Improve customer service experience, create engaged customers and facilitate organic growth.  Take ownership of customers issues and follow problems through to resolution.  Properly manage every Customer Service related KPIs for process improvement.  People management (Customer Care Agents, Team-Leads and Supervisors)  Set a clear mission and deploy strategies focused towards that mission.  Develop service procedures, policies and standards.  Keep accurate records and document customer service actions and discussions.  Analyse statistics and compile accurate reports.  Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.  Keep ahead of industry’s developments and apply best practices to areas of improvement.  Control resources and utilize assets to achieve qualitative and quantitative targets.  Adhere to and manage the approved budget.  Maintain an orderly workflow according to priorities.