Customer Service Manager

at  Dangote Industries Limited

JOB DESCRIPTION/REQUIREMENTS

At Dangote Group, we believe in delivering exceptional experiences to our customers. We are seeking a passionate and experienced Customer Service Manager who will be responsible for managing customer complaints, conducting investigations and reconciliations, providing guidance on processes, performing sales audits, and overseeing call center operations. This role requires a proactive leader with strong problem-solving skills and a deep understanding of the oil and gas refining sector

Key Duties & Responsibilities

• Complaints Management:
• Handle and resolve customer complaints efficiently, ensuring a high level of customer satisfaction
• Implement procedures for tracking, analyzing, and addressing complaints to prevent issue recurrence
• Address customer needs and concerns promptly, providing tailored solutions to meet client requirements
• Investigation and Reconciliation:
• Conduct thorough investigations into customer issues, discrepancies, and complaints
• Reconcile customer accounts and resolve all inconsistencies or issues identified during investigation(s)
• Process Guidance:
• Provide guidance and support on customer service processes, ensuring strict adherence to best practices
• Develop and implement process improvements to enhance service efficiency and effectiveness
• Sales Audit:
• Oversee and conduct audits of sales transactions and processes to ensure accuracy and compliance with operational policies
• Identify and address all issues or discrepancies found during conducted audits
• Call Center Management:
• Manage and lead the call center team, ensuring that customer inquiries and issues are handled professionally and promptly
• Monitor call center performance metrics and implement strategies for improvement

Requirements

• Bachelor’s degree in the Arts. A Master’s degree or professional certifications is a plus
• Minimum of 5 years of experience in customer service management, with at least (2) years in a supervisory role within the oil and gas industry
• Strong understanding of refinery operations and customer service processes
• Proven experience in managing complaints, conducting investigations, and performing audits
• Excellent leadership, communication, and problem-solving skills
• Proficiency in CRM software, call center technologies, and Microsoft Office Suite
• Ability to work independently and lead a team in a fast-paced environment

Join Dangote Group and be part of a dynamic environment where your contributions make a real impact.

Benefits

• Private Health Insurance
• Opportunities for Professional Growth and Career Advancement
• Paid Time Off
• Training & Development
• Competitive salary
• Collaborative and supportive work environment

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• Complaints Management:
• Handle and resolve customer complaints efficiently, ensuring a high level of customer satisfaction
• Implement procedures for tracking, analyzing, and addressing complaints to prevent issue recurrence
• Address customer needs and concerns promptly, providing tailored solutions to meet client requirements
• Investigation and Reconciliation:
• Conduct thorough investigations into customer issues, discrepancies, and complaints
• Reconcile customer accounts and resolve all inconsistencies or issues identified during investigation(s)
• Process Guidance:
• Provide guidance and support on customer service processes, ensuring strict adherence to best practices
• Develop and implement process improvements to enhance service efficiency and effectiveness
• Sales Audit:
• Oversee and conduct audits of sales transactions and processes to ensure accuracy and compliance with operational policies
• Identify and address all issues or discrepancies found during conducted audits
• Call Center Management:
• Manage and lead the call center team, ensuring that customer inquiries and issues are handled professionally and promptly
• Monitor call center performance metrics and implement strategies for improvemen