Customer Service Associate
Food Concepts Plc
Расположение работы
Enugu
Статус занятости
на постоянной основе
Подробности вакансии
ABOUT THE COMPANY
Food Concepts Plc was incorporated on 6 December 1999 as Food Concepts & Entertainment Limited and commenced operations in 2000. The Company was converted from a Private Limited Liability Company into a Public Limited Liability Company and the Company’s name was subsequently changed to Food Concepts Plc. by a Special Resolution dated 10 May 2009.
Following its incorporation, Food Concepts secured franchises from reputable South African Quick Service Restaurant operators to manage and operate their brands in Nigeria. The Company subsequently acquired and developed other Brands, such as, Chicken Republic, PieXpress, Butterfield, Yum Yum and The Chop Box.
Following a corporate restructuring and divestment, the Company now owns and operates the Chicken Republic, PieXpress and The Chop Box brands as its proprietary food brands.
Chicken Republic is currently trading in 129 locations across Nigeria and Ghana and has plans in place to operate 430 stores by the end of 2024.
PieXpress began trading in 2019 and we presently operate 48 stores in Nigeria, with plans in place to operate 247 PieXpress units by the end of 2024.
We recently launched our new brand, The Chop Box and presently have one outlet in Lagos.
JOB SUMMARY
Educational Requirements: Minimum of BSc. / HND requiredProfessional Requirements: Membership of ICSN or any other related professional degree is an added advantageExperience Requirements: 3- 5 years’ experience in a similar role is required.Knowledge Requirements:Knowledge of Customer Service procedures and processes in line with industry's best standardsKnowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.Knowledge of CRM softwareKnowledge of Health & Safety RegulationDemonstrates good interpersonal and communication skills.Decision Expectations:Ensure all customer queries and requests are attended toMonitors compliance with all rules and regulations in the organization as regards safety and facility utilization.Working Conditions:Job holder typically works 40 hours per week, Monday to Friday, although this role may involve working overtime and weekends.Contacts and Purpose of Contact:Internal Contacts (most frequent contacts):Executive ManagementSenior and Middle Management.Peers.Purpose of Contact:Exchange or provide informationObtain, clarify, and discuss informationPresent, discuss information and problemsCollaborate, negotiate and present ideas.
RESPONSIBILITIES
The Customer Experience Associate is the team lead in customer service which is responsible for supervising and ensuring the efficient operation of the customer service team.This role oversees the resolution of customer queries and complaints within the defined service level agreements (SLA) and ensures customer satisfaction.The team lead manages and supports the team, ensuring they carry out their tasks effectively, follow up on all cases, and guarantee that customers are satisfied.Core Responsibilities and Key Result AreasSupervision of Contact Center Operations: Oversee daily operations of customer service, ensuring prompt and professional handling of customer interactions by team members, while monitoring call queues, response times, and service levels for efficiency.Team Management: Lead the customer service team by conducting regular team briefing, scheduling and allocating tasks, and addressing performance issues to maintain balanced workloads and coverage.Query and Complaint Resolution: Supervise the resolution of customer queries and complaints within SLA by providing guidance to team members, ensuring accurate logging and tracking of complaints, and supporting the resolution of complex issues.SLA Compliance and Improvement: Monitor and ensure compliance with SLAs, implement strategies to meet or exceed SLAs consistently, and address bottlenecks or issues affecting SLA compliance.Customer Satisfaction: Monitor and analyze customer feedback to ensure high satisfaction levels and ensure effective follow-up actions for satisfactory resolution.Follow-up and Case Management: Oversee follow-up actions on all customer cases to key stakeholders to ensure complete resolution, maintain detailed records of follow-up activities, and ensure timely communication with customers regarding their cases.Reporting and Analysis: Prepare and present regular reports on customer service performance, query resolution, and customer satisfaction metrics, using data to identify trends and areas for improvement, and providing actionable insights to the management.Quality Assurance: Conduct quality audits of customer interactions, provide feedback and coaching to team members based on audit results, and implement best practices and continuous improvement initiatives to enhance service quality.Collaboration and Communication: Work closely with other departments to resolve customer issues, improve processes, participate in cross-functional teams to enhance overall customer experience, and ensure effective communication and collaboration within the team and with other departments.Training and Development: Identify training needs, organize training sessions, ensure team members are knowledgeable about products, services, and processes, and foster a culture of continuous learning and development within the team.Key Performance Indicators:First Call Resolution (FCR): Percentage of customer queries resolved in the first contact.Average Handling Time (AHT): The average time taken to handle a customer query or complaint.Customer Satisfaction (CSAT) Score: Customers' Average satisfaction rating after interacting with the contact centre.Service Level Agreement (SLA) Compliance: Percentage of queries and complaints resolved within the agreed SLA timeframes.Complaint Resolution Rate: Percentage of complaints resolved out of the total received.Quality Assurance Scores:Ratings based on quality audits of customer interactions handled by the team.Contact Center Efficiency:Metrics such as call abandonment rate, call volume, and wait time.
REQUIRED SKILLS
Communication, Conflict and complaint resolution, Quality management, Answering telephones and call management, Customer service, Documentation and record keeping
REQUIRED EDUCATION
Bachelor's degree
