Customer Service Manager at IO Furniture Limited

IO Furniture Limited is a full-service interior design and manufacturing company characterized by our uncompromising quality and innovative design solutions. With innovation, functionality, and style at the heart and soul of our company, we deliver perfection consistently.

We are recruiting to fill the positon below:

Job Title: Customer Service Manager

Location: Lagos

Key Roles & Responsibilities

Enhance Customer Service and Sales staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members.
To serve as the primary point of contact for clients from design and project execution to, attending to client meetings and making presentation as may be required.
Monitor and remain current on industry trends, market activities, and competitors.
Prepare departmental sales performance reports by collecting, analyzing, and summarizing information from other members of the Customer Service and Sales Department
Sell furniture products by establishing contact and developing relationships with prospects; recommending solutions.
Maintain relationships with clients by providing support, information, and guidance.
Make presentations to clients on the company’s product and services to facilitate the closure of sales
Drive the organization’s Net Promoter Score (NPS) and ensure existing clients recommend to others
Implement a culture of First Call resolution across the department
Identify new markets by creating new opportunities using demographics and psychographics. Leverage other sectors in creating promos etc.
Ensure timely Delivery and confirmation processes with transparency and simplicity
Support great customer experience and tools for engagement/culture audit – support must be available to customers across multiple channels in a timely manner
Obtain and articulate clients’ brief and assist them in identifying the solution they require.
Ensure that clients’ are provided with weekly updates on their project or order
Ensure that clients complaints are resolved on time
Ensure that email and telephone enquiries are responded to promptly within 24 hours
Ensure that quotations, tenders and job orders are accurately compiled before being sent to the clients.
Daily showroom walkthrough to attach price tags to all items.
Coordinate the update of departmental documentations regularly as assigned
Update showroom stock movement records daily
Coordinate the daily preparation of activity reports on the following; Sales closure,
Number of unconfirmed orders converted to sales
Growth of customers’ database,
Walk-in clients: Prioritised and segmented by order value
Number of online enquiries received and attended to
Customer complaints received and resolved daily
Visit clients’ sites as may be required (before commencement of project , during installation and after installation for resolution and sign off)
Key Accountabilities

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To deliver and maintain an efficient, proactive customer service department to drive sales revenue.
Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
To drive sales and achieve revenue target by engaging both new and existing customers. These will include visitors to the showroom, email enquiries, in bound telephone enquiries and enquiries via the Company website.
To generate more business opportunities for the company by engaging with prospective clients and doing the same with present clients in order to secure repeat business and referrals.
To develop and maintain an in-depth knowledge of the company’s products and services; and have the ability to engage and advise clients on their furniture requirements and to resolve any customer complaints.
Demonstrate a proven ability to network to deliver Business results.
Internal Process: Team to achieve zero for all documentations (Job order, drawing quotes briefs etc.
External Process (Customer experience/Csat): Team to provide First call resolution (FCR) within 24 hours of receipt of call, email etc. Team to achieve NPS (9-10), Mystery shopping rating for customer experience (4 – 5)
Time Management: Meet project timeliness and sign offs with both internal and external stakeholders
Qualification (Education & Trainings)

First Degree from a recognized University
MBA or MSc will provide an added advantage
Customer Relationship Management system
Enterprise Resource Planning
Skills & Competencies
Generic:

Oral and written communication skills
Problem-solving and Innovative skills
Proven Supervisory skills
Ability to Multitask
Ability to coordinate a team
Ability to work independently
Ability to be proactive and deliver results
Integrity/Discipline
Excellent interpersonal skills
Strong negotiation skills
Strong analytic skills
Attention to details
Technical:

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Sound knowledge of the Company’s products and services
Project Management Skills
Excellent Presentation skills
Administrative Skills
Proficiency in the Microsoft Package
Good understanding of the use of Social Media
Networking skills
Experience:

Minimum of 5 years’ experience in a Customer service and sales oriented role.
Minimum of 2-3years in a Supervisory role
Application Closing Date
29th February, 2020.

Method of Application
Interested and qualified candidates should send their CV to: human.resources@iofurnitureltd.com using the job title as subject of mail.