Nigeria Job Openings

Flour Mills of Nigeria Plc

Customer Service Analyst

Lagos

September 30, 2024

Flour Mills of Nigeria Plc has been a part of the lives of Nigerians at home and abroad. Our global vision is to be a leading food company in Africa providing high-quality and affordable products in the most convenient ways to consumers through world-class brands like Golden Penny Flour, Golden Penny Semovita, Goldenvita, Golden Pasta and Golden Noodles. The Company's flagship brand, Golden Penny, remains one of the best-known and the preferred brands amongst bakers, confectioneries and consumers in Nigeria.
We are recruiting to fill the position below:
Job Position: Customer Service Analyst
Job Location: Apapa, Lagos
Job Purpose

Support the Customer service operation to collect and analyze customer data, track operational KPIs to improve productivity, and service delivery to customers, and provide executive reporting for insights & resolutions.

The Job

Track and analyze key metrics – OTIF, Customer complaints, Customer satisfaction index, adherence to ETA scheduling, etc
Collect data, analyze, consolidate, and generate weekly performance reports (month, quarter, year trends) and roll up each week’s numbers to HCOF.
Make recommendations and identify trends in issues and concerns. Work to correct immediate issues and perform root cause analysis to ensure underlying problems are identified, documented, and corrected.
Contributes to continuous process improvement initiatives.
Develop and implement Customer satisfaction surveys every quarter for continuous customer service improvement.
Recommend revisions to existing reports, and/or assist in the development of new reporting tools as needed.

Qualifications

BSc in any related field.

The Person Must:

Have strong communication and interpersonal skills.
Possess the strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
Have the ability to analyze huge volumes of data.
Ability to work independently and within a team
Be familiar with CRM systems and packages.

Experience:

3 years in a customer/business/sales analyst or similar role in FMCG or Telecom.

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