B
Customer Service Manager
Bboxx
NGN
Confidential
1 week ago
- Minimum Qualification :
Job Description/Requirements
Title: Customer Service Manager
Reports to: Portfolio Manager
Location: Lagos, Nigeria
Who we are:
Bboxx is a super platform, transforming lives and unlocking potential by providing access to essential products and services across Africa.
Bboxx has built a fully integrated operating system Bboxx Pulse®, backed by an extensive on-the-ground network to provide goods, services and utilities across Africa. We offer African households, businesses and communities a highly convenient and affordable way to access life-changing solutions, through last mile logistics and data-powered innovative financing methods.
Bboxx is championing the economic development of Africa, accelerating the transition to the digital economy and creating new markets. We are connecting both underserved rural communities and aspiring urban ones with services including clean energy, clean cooking, smartphones, and loans, enabling African consumers to unlock their potential. Bboxx is positively impacting the lives of more than 2.5 million people in 11 markets, directly contributing to 11 of the 17 United Nations Sustainable Development Goals.
Bboxx has over 3,000 staff across Africa and offices in the UK and China.
Role Brief:
The Customer Service manager will be responsible of balancing cost and quality in customer service: create a customer service experience across multiple channels (Call Centre, Shops, Self-Service Apps, and more) that encourages long-term loyalty and growth with Bboxx, while also implementing initiatives to reduce cost-to-serve.
What you can expect to be doing:
Assist in the implementation of a Customer Service Call Centre
Manage daily operations at the Customer Service Call Centre; including a team of supervisors and call operators
Coordinate the collection of data from the Call Centre and provide reports to Senior Management.
Monitor and improve customer service across the Bboxx Shop network
Coordinate the implementation of Customer Satisfaction Surveys
Work with Regional Managers to implement operational improvements at the Customer Service Call Centre
Regularly review customer service call centre processes and so that you can document new or update the existing
Train new Customer Service staff
Maintain a positive, empathetic and professional attitude toward customers at all times
Know our products inside and out so that you can answer questions
Perform Other Administrative Support Duties As Required
Handle and manage all discussions/relationships with external partners (Telecoms, service providers)
Description of tasks:
Day-to-day management of Call Centre Team
Manage budget for Customer Service department
Collect and produce reports for senior management for various reporting
Raise recurring customer issues with senior management
Carry out process audits for all aftersales processes to be managed at the Call Centre
Meet targets for reduction of late payers through call centre processes
Meet targets for call volumes and response to mass SMS systems
Perform quality assurance on out-going calls and shop interactions
Assist in recruitment and training for new staff
Escalation of Technical related issues
Manage all projects/Pilots handled in the call centre
Manage the planning of shifts for both supervisors and call operators
What we are looking for:
Must hold relevant Business degree, or related field with at least 3 years’ experience in a Customer Service / Call Centre based role, including people management.
Desired skills include:
Strong analytical skills
Excellent communication
Strong motivational skills
Good at planning and organisation
Polite, tactful and friendly attitude
Ability to multi-task
Excellent problem-solving skills
Ability to show understanding to customer needs
High attention to detail and excellent analytical skills
High integrity and ethical level;
Able to maintain utmost confidentiality of information in their possession
Excellent communication, interpersonal, negotiation and presentation skills
Self-motivated, confident and outgoing personality
Have great attention to detail and able to get things done to completion
Bonus experience if you have it
Benefits
Competitive market salary
Our relentless commitment to personal development and career growth
Working with the best people in the sector and making an impact to the millions of people
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status
At Bboxx, we celebrate our differences, and recognize the strength in the diversity of our people. We are a global employer who believe in providing opportunities for all its employees to unlock their potential regardless of background, age, sex, race, religion, or personal beliefs.
We look to recruit individuals from all different backgrounds and encourage you to apply to roles you are passionate about, even if you need help from us to develop your skills. We strive to create an inclusive environment and regularly celebrate the diversity of our people through events arranged by our Culture Committee. Bboxx provides a workplace where you can be your authentic self and focus on our mission of transforming lives through access to energy!
Reports to: Portfolio Manager
Location: Lagos, Nigeria
Who we are:
Bboxx is a super platform, transforming lives and unlocking potential by providing access to essential products and services across Africa.
Bboxx has built a fully integrated operating system Bboxx Pulse®, backed by an extensive on-the-ground network to provide goods, services and utilities across Africa. We offer African households, businesses and communities a highly convenient and affordable way to access life-changing solutions, through last mile logistics and data-powered innovative financing methods.
Bboxx is championing the economic development of Africa, accelerating the transition to the digital economy and creating new markets. We are connecting both underserved rural communities and aspiring urban ones with services including clean energy, clean cooking, smartphones, and loans, enabling African consumers to unlock their potential. Bboxx is positively impacting the lives of more than 2.5 million people in 11 markets, directly contributing to 11 of the 17 United Nations Sustainable Development Goals.
Bboxx has over 3,000 staff across Africa and offices in the UK and China.
Role Brief:
The Customer Service manager will be responsible of balancing cost and quality in customer service: create a customer service experience across multiple channels (Call Centre, Shops, Self-Service Apps, and more) that encourages long-term loyalty and growth with Bboxx, while also implementing initiatives to reduce cost-to-serve.
What you can expect to be doing:
Assist in the implementation of a Customer Service Call Centre
Manage daily operations at the Customer Service Call Centre; including a team of supervisors and call operators
Coordinate the collection of data from the Call Centre and provide reports to Senior Management.
Monitor and improve customer service across the Bboxx Shop network
Coordinate the implementation of Customer Satisfaction Surveys
Work with Regional Managers to implement operational improvements at the Customer Service Call Centre
Regularly review customer service call centre processes and so that you can document new or update the existing
Train new Customer Service staff
Maintain a positive, empathetic and professional attitude toward customers at all times
Know our products inside and out so that you can answer questions
Perform Other Administrative Support Duties As Required
Handle and manage all discussions/relationships with external partners (Telecoms, service providers)
Description of tasks:
Day-to-day management of Call Centre Team
Manage budget for Customer Service department
Collect and produce reports for senior management for various reporting
Raise recurring customer issues with senior management
Carry out process audits for all aftersales processes to be managed at the Call Centre
Meet targets for reduction of late payers through call centre processes
Meet targets for call volumes and response to mass SMS systems
Perform quality assurance on out-going calls and shop interactions
Assist in recruitment and training for new staff
Escalation of Technical related issues
Manage all projects/Pilots handled in the call centre
Manage the planning of shifts for both supervisors and call operators
What we are looking for:
Must hold relevant Business degree, or related field with at least 3 years’ experience in a Customer Service / Call Centre based role, including people management.
Desired skills include:
Strong analytical skills
Excellent communication
Strong motivational skills
Good at planning and organisation
Polite, tactful and friendly attitude
Ability to multi-task
Excellent problem-solving skills
Ability to show understanding to customer needs
High attention to detail and excellent analytical skills
High integrity and ethical level;
Able to maintain utmost confidentiality of information in their possession
Excellent communication, interpersonal, negotiation and presentation skills
Self-motivated, confident and outgoing personality
Have great attention to detail and able to get things done to completion
Bonus experience if you have it
Benefits
Competitive market salary
Our relentless commitment to personal development and career growth
Working with the best people in the sector and making an impact to the millions of people
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status
At Bboxx, we celebrate our differences, and recognize the strength in the diversity of our people. We are a global employer who believe in providing opportunities for all its employees to unlock their potential regardless of background, age, sex, race, religion, or personal beliefs.
We look to recruit individuals from all different backgrounds and encourage you to apply to roles you are passionate about, even if you need help from us to develop your skills. We strive to create an inclusive environment and regularly celebrate the diversity of our people through events arranged by our Culture Committee. Bboxx provides a workplace where you can be your authentic self and focus on our mission of transforming lives through access to energy!
Important Safety Tips
- Do not make any payment without confirming with the Jobberman Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
