CSC Manager

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 Improvemen

Requirements

Job Knowledge, Skills & 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: February 13, 2023