Job: Customer Service Manager at Workforce Group

Workforce Management Center Limited is a management consultancy and professional outsourcing services company. After its establishment in July 2004, Workforce Management Center Limited (Workforce) has built an enviable reputation as the leading indigenous management consultancy and professional services firm in Nigeria. Drawing on its deep expertise in the area of ​​organizational effectiveness and employee performance, the company is positioned to help companies in various sectors of the economy in their quest to create sustainable value for their stakeholders. At Workforce, we are committed to helping our clients perform at the highest level and achieve the desired success. We pride ourselves on our ability to consistently adopt a structured, rigorous, and well-thought-out diagnostic process focused on understanding the particular needs of our clients, and then designing, developing, and deploying innovative solutions and interventions tailored to meet those needs. . Our service offerings are aimed at private and public sector organizations in Nigeria, the West African sub-region and other organizations across the globe seeking value-added solutions to issues and challenges that militate against employee performance and organizational effectiveness. Currently, our client portfolio includes 75% Financial Institutions in Nigeria, Top 10 FMCG Companies in Nigeria, Top 5 Telecom Service Providers in Nigeria. Main oil and gas companies Main advertising and marketing communication companies Main real estate companies Main service and trading companies
Summary of work

The Customer Service Manager will be responsible for generating revenue by creating and maintaining a healthy pipeline of leads, understanding and interpreting customer technical requirements, and providing technical information to customers.
The Customer Service Manager will be responsible for customer retention and growth.

Responsibilities

Create sales opportunities through follow-up of inbound leads, calls and emails,
Maintain and develop the sales pipeline in the company’s target markets
Act as tour manager for the company
Preparation and communication of client proposals
Work directly and closely with the marketing department to create awareness of the company
Managing key accounts and delivering a 5-star customer experience
Ensure adequate maintenance of the facility to ensure service delivery
Continuous and consistent competitive analysis
Create, strengthen and manage partnerships to implement the agreed strategy
Preparation of weekly, monthly, quarterly and annual strategic plans before review
Preparation of rental contracts and verification of the implementation of rental checks
Preparation of project plans and budget per event
Establishment of invoices and relaunch of customer receivables
Effective supervision of customer experience agents

Key performance indicators

Achieve monthly revenue goal
Weekly generation of qualified leads
Satisfaction with customer service delivery
Lead time for customer inquiries
Achieve monthly utilization rates
Debt collection less than 60 days
Weekly reporting.

Specification / Education Diploma

B.Sc in Marketing, Mass Communication or equivalent.
2-3 years of proven work experience in a similar role
Experience working with a CRM
Event planning
Facilities Management
Project management

Skill requirements:

Strong interpersonal skills
Facilities Management
Event planning skills and experience
Project management skills
Great attention to detail and commitment to delivery
Leadership skills
Superior time management and organizational skills
Strong work ethic with an energetic, professional and team-oriented attitude
Flexible, adaptable and resilient
Proficiency in Microsoft Office applications
Proficiency in the use of CRM

Job requirements:

Marketing
Leadership Competence
Management of time
Interpersonal competence
Microsoft Office
Organizational competence
Project management skills
Surveillance
Personal skills


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