CUSTOMER SERVICE MANAGER AT PZ CUSSONS

CUSTOMER SERVICE MANAGER

PZ Cussons Plc is a FTSE 250 listed Consumer Products Group based in

the UK, with operations in Africa, Asia and Europe. The Role: CUSTOMER

SERVICE MANAGER

The successful candidate will be required to:

Ø Ensure the consistent achievement of customer service levels and

standards in all Cool World stores to enhance the brand image, growth,

profitability and Cool World's unique selling point (customer

service).

Ø Lead and manage with support from Retail Managers all customer

service officers in the store and provide customer service grooming

for every other store staff.

Ø Perform quarterly staff performance evaluations on customer service

skills and relationship; escalate to the business weak points, and

recommend drive the implementation of corrective measures taken.

Ø Identify and address development needs for floor staff on customer

service and also develop staff training programs and reference manuals

on customer service.

Ø Formulate and implement customer service policies and procedures;

recommend improvements in service procedures and do an annual review

of service procedures.

Ø Determine customer service requirements through surveys, focus

groups and benchmarking best practices; and analyze data to identify

strategies for improvement of service, productivity and profitability.

Ø Resolve escalated customer service issues, establish comprehensive

customer data base and coordinate focus groups and customer

satisfaction surveys.

Ø Develop departmental budget and control costs

Ø Coach new recruits on Cool World customized customer service delivery.

The Person: The Right candidate must

· A high energy and results-driven professional with over 5-years

customer service experience in a managerial capacity.

· Retail experience is essential

· Have interpersonal skills and effective communication both verbal and written.

· Must be good on Microsoft Office – Excel& Word and CRM software.

· Have a CAN DO attitude, exhibiting our core values – C OURAGE, A

CCOUNTABILITY, N ETWORKING, D RIVE and O NENESS.

Closing date: 18 Mar 2013



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http://recruitment.pzcussons.com/recruitment/nigeria/register.aspx?jbId=F356EDA8-A11D-4A03-98D4-EC19E2E6EEF8