Current Job DescriptionAzuri Solar Power Nigeria Limited. (Customer Service Manager) February 2019 – I currently work here.• Created a new Customer-centric culture aligning with company’s growth and sustainability projections.• Supervise, plan, and manage functions related to the Call Centre. Oversee and direct the day-to-day activities of The Call Centre & Call Centre Agents.• Responsible for managing and guiding Call Centre Agents in performing their duties.• Work with Regional Managers and Regional Assistants via phone calls/emails, providing vital update information for the success of the business.• Provide support in reports & resolve problems and complaints• Monitor and review customer service processes in order to streamline procedures for enhanced efficiency via SOP (Standard Operating Procedure).• Monitor products movement (warehouse and in transit).• Monitor stock count in Central Warehouse & Regional Offices.• Monitor dashboard for activation of units, payments from customers and due dates of units.• Make phone calls to motivate Field Agents on collections. • Coordinate schedules for optimum delivery to customers.• Prepare progress reports and data management (cohorts data, annual leave tracking)• Coordinate the warranty management process with our manufacturers.• Act as a source of information and answer operator/agents’ questions, assign tasks, follow up and give instructions as necessary.• Attend, follow up and resolve customers’ complaints where applicable.