Head Training & Customer Services

in a firm in Lagos Full-time
Industry Trade / Services
Specialization Administration & Office Support,
Minimum Qualification Degree
Required Experience 3 - 5 years
Application Deadline 2013-03-05
A reputable trade and servicing company needs the services of a qualified candidate to fill this position.

Reporting Relationships:
Administratively report to: Head, Marketing & Brand Management
Functionally Supervises: Customer service staff and Sales staff

Job objective:

•Identify technical skill gaps within the Customer Service and Beauty Therapy workforce
•Develop and administer suitable training programs to effectively improve staff’s competence
•Identify training vendors to partner with
•To consistently monitor and improve  customer service levels across the workforce
•To develop customer service initiatives and administer suitable training programs to effectively improve staff’s competence
•Identify customer service lapses through qualitative and quantitative metrics

Responsibilities:•Identify training and development needs of the customer service staff using a variety of methods including training needs analysis surveys, recruitment and induction processes, end of probation reviews and annual performance appraisals.
•Produce a resourced annual training plan and programme based on training needs identified for individual staff members, statutory requirements and organizational aims and objectives.
•Identify customer service needs through a variety of methods, surveys, face to face interaction, and phone calls.
•Produce a customer service satisfaction index /monitor to assess the client satisfaction levels on a monthly on-going basis.
•Pre-empts training requirements for customer service staff on general etiquette for telephone and face-to-face interaction.
•writing reports analyzing the customer service that the organisation provides
•Develop Montaigne’s training timetable for the organisation
•Develop, co-ordinate and carry out a suite of in-house training courses, workshops etc.
•Carry out training evaluation and analysis and act on feedback where necessary to ensure high

Educational qualification & Experience:

•3 years’ cognate experience developing and delivering training programs with;
•Minimum of a Bachelor’s degree
•MBA degree in HR or  related area
•Training experience is a plus but not mandatory
•Must be Female
To apply, send your email to 86aa@jbng.me