Company Overview: Dangote Group is one of Nigeria’s leading and most diversified business conglomerates, known for its commitment to excellent business practices and high-quality products. Headquartered in Lagos, Nigeria, the company operates across various sectors, including oil and gas refining.

Job Title: Customer Service Manager
Location: Lagos, Nigeria
Employment Type: Full-Time

Job Description

Dangote Group is seeking an experienced and proactive Customer Service Manager to lead and manage customer service operations within its oil and gas refining sector. This role involves handling customer complaints, conducting detailed investigations, managing call center operations, and providing guidance on customer service processes. The ideal candidate will possess strong leadership and problem-solving skills, with a deep understanding of the oil and gas industry.

Key Responsibilities

Complaints Management:

• Handle and resolve customer complaints effectively, ensuring high customer satisfaction.
• Implement procedures to track, analyze, and address complaints to prevent recurrence.
• Address customer needs and concerns promptly, providing tailored solutions.

Investigation and Reconciliation:

• Conduct thorough investigations into customer issues, discrepancies, and complaints.
• Reconcile customer accounts and resolve inconsistencies identified during investigations.

Process Guidance:

• Provide guidance and support on customer service processes, ensuring adherence to best practices.
• Develop and implement process improvements to enhance service efficiency.

Sales Audit:

• Oversee and conduct audits of sales transactions to ensure accuracy and compliance with operational policies.
• Identify and address issues or discrepancies found during audits.

Call Center Management:

• Lead the call center team, ensuring that customer inquiries and issues are handled professionally.
• Monitor call center performance metrics and implement strategies for improvement.

Requirements

• Education: Bachelor’s degree in the Arts. A Master’s degree or professional certifications are advantageous.
• Experience: Minimum of 5 years in customer service management, with at least 2 years in a supervisory role within the oil and gas industry.
• Skills:
  • Strong understanding of refinery operations and customer service processes.
  • Proven experience in managing complaints, conducting investigations, and performing audits.
  • Excellent leadership, communication, and problem-solving skills.
  • Proficiency in CRM software, call center technologies, and Microsoft Office Suite.
  • Ability to work independently and lead a team in a fast-paced environment.

Benefits

• Private health insurance
• Opportunities for professional growth and career advancement
• Paid time off
• Training and development programs
• Competitive salary
• Collaborative and supportive work environment

Application Closing Date: Not specified.

How to Apply:
Interested and qualified candidates should apply here.