HealthPlus Limited – Our sister company, CasaBella Beauty, is a one-stop store for beauty and grooming solutions for men and women. CasaBella International was incorporated in 2008 and became the exclusive distributor for Revlon in Nigeria. The first CasaBella store opened in Lagos in 2010 and today, CasaBella Beauty is the fastest-growing retailer of beauty supplies in West Africa.
We are recruiting to fill the position below:
Job Title: Head, Customer Service
Reference #: HP/CS/HCSU/10
Location: Lagos, Nigeria
Contract Type: Permanent
Job Functions
- Banking,Call Centre,Client Services,Communications,Data Management,Operator,Public Relations,Quality Control,Sales,Social Media,Strategic Communication
Industries:
- Call Centre & Helpdesk,Consulting Services,Ecommerce,ICT – Information & Communications Technology,Retail,Wholesale
Specification
- Partner with the management team to align customer service department policies and systems with the company’s objectives
- Act as the “Voice of the Customer” within the organisation
- Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department
- Provide feedback to management regarding service failures or customer concerns
- Oversee customer issues and ensures effective resolution
- Ensure professional responses are given (within pre-agreed SLAs) to all enquirers, requests or complaints received from customers
- Improve First Call Resolution, Average Handling Times and other contact center metrics
- Continually develop self and stay abreast of customer service trends
- Coach Customer Service Team in order to achieve high performance
- Develop training plan for the department
- Perform other related duties as assigned
Requirements
- Bachelor’s Degree in any technical field
- Master’s Degree in a related field is an added advantage
- 12 years experience in a structured organisation, covering a range of service functional areas, 6 years of which must be in a managerial capacity
- Leadership, managerial and team building skills
- In-depth knowledge of customer service principles and practices
- Proficiency in CRM systems
- Awareness of industry’s customer service trends
- Strong client-facing and communication skills (i.e. Active listening, understanding, speaking/writing)
- Excellent customer service orientation
- Professional membership with CICRM or a related professional body is an added advantage
- Advanced troubleshooting and multi-tasking skills
- Planning & organisational Skill
- Good problem solving and decision making skills
- Excellent verbal and written communication skills
- Ability to influence and show empathy
- Strong negotiation skills
- High standard of attention to detail
- Advanced Knowledge of Microsoft Office Suite like Word, Outlook, and Excel
Salary
Market Related.
Application Closing Date
31st October, 2019.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Business Performance Management (BPM) Manager
Reference #: HP/HR/10/2019
Location: Lagos, Nigeria
Contract Type: Permanent
Job Functions
- Administration,Analytics,Banking,Data Analysis,Data Capturing,Data Management,Finance,Human Resources,Management Consulting,Monitoring & Evaluation,Operations,Retail,Statistics,Strategic Communication
Industries:
- Accounting,Accounting & Auditing,Banking / Finance & Investment,Consulting Services,Entrepreneurship ,Financial Services,Fmcg (Fast Moving Consumer Goods Sector),Human Resources,ICT – Information & Communications Technology,Investments,Retail
Specification
- Administration and maintenance of the Balanced Scorecard (BSC) for HealthPlus
- Assist teams to better understand metrics by defining (formulas inclusive) all measures on corporate, departmental and individual scorecards
- Generate and circulate completed scorecards to teams
- Review performance measures and recommend necessary improvements to management
- Assist teams to identify and eliminate/mitigate hinderances towards the measurement of set goals
- Provide comparative analysis (period to period) on various metrics being tracked at the corporate, departmental and individual levels
- Benchmarking – Conduct periodic review of metrics and targets to ensure alignment with set standards and global best practices
- Conduct productivity analysis (manning & resource levels vis-à-vis output) to ensure operational efficiency
- Organize and monthly & quarterly Performance Review Sessions
- Any other task as assigned by Management
Requirements
- First Degree in a Science, Commerce or Business discipline
- 5 – 7 years’ work experience in Performance Management and Scorecard administration
- Professional qualifications in Finance, HR, Business Analysis, Process Optimization or Balanced Scorecard would be an added advantage
- Highly developed analytical and critical thinking skills, with the ability to bring together diverse data and information and form sound judgments and insights
- Ability to think strategically and cope with business complexity
- Excellent verbal and written communication skills
- A track record of success in working with and being a trusted advisor to senior executives
- Advanced PowerPoint & Excel Skills (Report Creation)
- A good knowledge of ICT systems
- Industry knowledge
Salary
Market Related.
Application Closing Date
31st October, 2019.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: E-commerce Operations Manager
Reference #: HP/MKT/10/2019
Location: Lagos, Nigeria
Contract Type: Permanent
Job Functions
- Analytics, Client Services, Data Analysis, Data Management, Distribution, Entrepreneurship, Inventory, Logistics, Marketing, Operations, Procurement, Product Management, Quality Control, Retail, Sales, Warehousing.
Industries:
- Admin, Office & Support,Call Centre & Helpdesk, E-commerce, FMCG (Fast Moving Consumer Goods Sector), Health / Fitness / Beauty, Healthcare, Marketing, Pharmaceutical / Medical / Healthcare / Hygiene, Procurement & Purchasing, Retail, Sales, Supply Chain.
Specification
- Ensure seamless order to fulfilment experience for customer
- Ensure all services (delivery, return, refund, etc.) are provided within agreed timelines
- Provide additional customer support as needed to ensure customer issues are resolved quickly, completely and efficiently
- Ensure price of products are up to date
- Ensure inventory listed on website are available instore
- Ensure quality checks are performed on all products added to the site
- Ensure e-commerce sales reconciliation is completed as planned and settlement is accurate and timely
- Communicate with relevant internal and external stakeholders to promote efficiency, improve overall processes and drive growth of e-Commerce.
- Review historical sales trends, research demand drivers and prepare forecast data
- Analyze all e-commerce transaction and site and recommend improvements to enhance customer experience
- Assist all external partners and provide support to all associate activities
- Produce reports (e.g. sales, abandoned carts, etc.) to keep stakeholders up to date on e-commerce activities
- Monitor advancements in eCommerce, as well as competitive landscape, for opportunities and new ideas
- Undertake ad hoc projects as required towards the development of the department’s objectives
Requirements
- First Degree in any Marketing or any other relevant field.
- A Master’s Degree is an added advantage
- 5 – 8 years or more in eCommerce, with at least 3 years in a supervisory role
- Experience in a fast-paced sales environment driving performance to reach targets with a focus on conversion
- Significant experience in servicing customer queries in both an online & offline environment
- Experience of E-commerce merchandising best practice, with an understanding of user behavior
- Experience in stock management
- High standard of written and spoken English
- Proven experience in an E-commerce role with exposure to operational elements
- Understanding of e-commerce fulfilment processes and how to achieve cost effective business solutions while maintaining high levels of customer satisfaction
- Advanced Knowledge of Microsoft Office Suite like Word, Outlook, and Excel
- Communicate effectively across all levels of the organisation
- Excellent organizational skills.
Salary
Market Related.
Application Closing Date
31st October, 2019.
How to Apply
Interested and qualified candidates should:
Click here to apply online