Job Purpose:
- Ensure that CSC structuration and activities are compliant with CSOM (Customer Service Operating Model)
- Manage CSC activities in order to maintain a high quality of service, treating all customers’ operational needs in one place
- Maintain at Shell Guinea level an improvement process for continuous quality of service, contribute to overall customer satisfaction
- Developing and implementing client service strategies that will increase sales while providing a positive experience for all customers
- Overseeing the activities of staff to ensure the needs of customers are met and their problems resolved
- Supervising and directing the activities of employees to ensure they comply with acceptable standards and achieve set objectives
- Preparing and managing budgets in order to achieve set targets and objectives
Principal Accountabilities:
- Ensure that group policies and customer strategy will be applied accordingly
- Promote quality of service values at CSC level, enforces implementation of those values within the team
- Organize and manage the CSC activities on a daily basis
- Responsible for CSC procedures improvement and respect at all levels
- Report CSC performances on a weekly basis (KPI's)
- Coaching Team of 3 people
- Building long-lasting relationships with customers
- Setting goals for the team and measuring results
- Collecting feedback from customers
Key Challenges:
- Maintaining a low response time on all channels
- Staying in control service quality
- Maintaining the service relevancy
- Managing Continuous Improvements
Requirements
Job Knowledge, Skills amp; Experience:
- Diploma: BAC + 4/5 in Commercial, Marketing, Business Administration or equivalent
- Permanently seeking quality of service
- Honest and trustworthy
- Abilities to motivate a team
- Sales oriented, good communication skills
- Experience: 5 years in commercial activities or Finance/Good knowledge and mastery of (SAP)
Competencies:
- Good mastery of business and processes
- Good understanding of the system
- Knowledge of products and services
- Problems analysis and troubleshooting
- Relational skills
- Telemarketing
- Team spirit
- Performance management
Competency Framework:
- Customer Relationship Management: Mastery
- Getting results: Mastery
- Coaching and Development: Competency
- Teamwork and Team Building: Competency
- Customer Value Proposition: Mastery
HSSE standards: Skil
Closing date: August 13, 2023