Regional Customer experience Manager at Dangote Industries Limited in Lagos

Position Overview

To oversee the regional Service Help desk and own the customer experience within a specific region. This position ensures the quality solution of all client concerns and serves as the bridge between regional associates and the central command.

Duties

• Manage sophisticated client concerns that cannot be settled by the Service Assist Supervisors.
• Oversee, mentor, and supervise the routine task volume, case management, and effectiveness of the regional team of Service Assist Supervisors and Officers.
• Organize and show consistent documentation on regional service practices, hurdles, group results, and client sentiment to the Chief of Customer experience.
• Offer implementable response to central processes based on on-the-ground intelligence to lead service enhancements.

Key Interfaces:

Internal: Chief of Customer experience, Service Assist Supervisors, Primary ally Stations. External: Clients inside the region.

Qualifications

• Bachelor's degree in Business Management or a associated discipline.
• 5-7 years of expertise in client support, with a minimum of 2 years in a team supervisor or managerial position.
• Direct expertise in Nigeria's downstream petroleum sector in-store sector is compulsory.
• Deep knowledge of client support principles and procedures.
• Outstanding executive guidance, mentoring, and dispute settlement competencies.
• Readiness to commute inside the appointed region.