Customer Service Manager I

Job DescriptionManage customer relations by ensuring consistent quality in service delivery, customer satisfaction and, ultimately, customer loyalty.Key Activities and Responsibilities  Develop and lead the implementation of customer relations programmes or initiatives, including through operations with approved call centres.Develop dashboards and conduct periodic monitoring to ensure that customer relationship objectives are being met.Establish an effective system to ensure the prompt resolution of customer complaints or enquiries.Liaise with area managers to obtain and provide customer information.Conduct periodic customer surveys and communicate the results to the sales team and management.Coordinate the provision of information on customer concerns to area managers in the relevant areas and follow up to ensure resolution and customer satisfaction.Obtain qualitative and quantitative studies from specialist firms when necessary to improve Dangote Cement Senegal's customer service delivery.Perform any other tasks assigned as deemed necessary by the Sales Department.Bachelor's Degree or equivalent in Marketing, Social Sciences or a similar discipline.Minimum of seven (7) years of experience, including at least two (2) years in a managerial position.Postgraduate degreeCertification in customer management would be an added advantage