Earl Consulting Lagos is Nigeria's premier management consulting firm, dedicated to empowering people and organizations to reach their full potential. With over 10 years of experience, we have provided people management and human resource solutions to some of Africa's leading companies across diverse industries, including oil & gas, telecoms, manufacturing, financial services, FMCG, and technology. We offer relevant and innovative solutions to our client's most pressing people challenges.
Responsibilities
- Maintain up to date record of clients with outstanding payment for recovery purpose.
- Building long-term relationships with key clients.
- Addressing customer concerns and complaints.
- Build relationships with key employees among customers
- Create plans to address clients’ business needs
- Schedule regular follow up with customers to ensure they are satisfied
- Act as point of contact for complaints and escalate issues as appropriate
- Help sales team up-sell or cross-sell services and products
- Provide high-level support service by taking ownership of all customer recovery process initiated through to resolution and satisfactory closure.
- Profile clients for appointment scheduling and ensure target number of visits is scheduled within defined timeline
- Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
- Dealing with internal queries about payments, ensuring customers pay on time and negotiating re-payment plans if need arises.
- Ensure periodic (daily/weekly) update notice are drafted and sent to customers requesting payment of overdue/outstanding balance.
- Collaborate with appropriate units on issues of customer account reconciliation.
- Liaise with appropriate units to resolve customer issues for recovery purpose.
- Capture feedback from customer to drive continuous improvement in service deliver.
Skills and Qualifications
- Candidate should possess a minimum qualification of a BA./BSc./HND Degree.
- Minimum of 5 years cognate experience as a management staff in the same role.
- A customer-oriented attitude.
- Excellent communication and negotiation skills.
- Good team player and pays attention to detail.
- Candidates should possess LLB and LLM an advantage.
- Proven work experience in Customer Experiences Manager
- Must possess Customer professional certification.
- Proficiency with Legal Drafting & MS Suite.
- Ability to work under pressure and meet deadlines.
- Capable networker with excellent interpersonal, communication, business relationship officer.
- Background in customer service; industry knowledge (Real Estate) is essential.
- Analytical thinker with strong conceptual and research skills.
- Proficient with Microsoft Softwares.
Personal Qualities:
- Between age 30 - 50 years Old strictly.
- Proximity to living in Obalende, Lekki & Victoria Island Lagos, added advantage.