Food Concepts PLC commenced operations in 2001. From inception, their aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to their stakeholders.
Since its launching in 2004, Chicken Republic (Subsidiary of Food Concepts) has already opened over 55 stores in Nigeria and Ghana. On this basis, they are proud of the brand’s hard-earned reputation as the fastest-growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets).
Recruitment is ongoing for the Entry Level Jobs at Chicken Republic – Food Concepts.
Customer Service Officer
Job Specifications:
-
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos| Nigeria.
Job Description:
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Keep records of customer interactions, process customer accounts and file documents.
- Ensure compliance with any and all requirements defined/established by Government Regulatory agencies who have an over-sight responsibility of the Department’s activities
Key Performance Indicators
- First Response Time
- Average Resolution Time
- Customer Retention Rate
- Quality of the internal administrative processes/procedures
Qualifications and Requirements:
- Knowledge of Customer Service procedures and processes in line with industry best standards
- Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
- Knowledge of CRM software
- Knowledge of Health & Safety Regulation
- Demonstrates good interpersonal and communications skills
Job Specifications
- Minimum of BSc. /HND required
- Membership of ICSN or any other related professional degree is an added advantage.
- Minimum of 1- 3 years’ experience in a similar role is required
Decision Expectations
- Ensure all customer queries and requests are attended to
- Monitors compliance with all rules and regulations in the organization as regards safety and facility utilization
Customer Service Associate
Job Specifications:
-
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos| Nigeria.
- Category: Customer Care Jobs
Job Description:
- Supervision of Contact Center Operations: Oversee daily operations of customer service, ensuring prompt and professional handling of customer interactions by team members, while monitoring call queues, response times, and service levels for efficiency.
- Team Management: Lead the customer service team by conducting regular team briefing, scheduling and allocating tasks, and addressing performance issues to maintain balanced workloads and coverage.
- Query and Complaint Resolution: Supervise the resolution of customer queries and complaints within SLA by providing guidance to team members, ensuring accurate logging and tracking of complaints, and supporting the resolution of complex issues.
- SLA Compliance and Improvement: Monitor and ensure compliance with SLAs, implement strategies to meet or exceed SLAs consistently, and address bottlenecks or issues affecting SLA compliance.
- Customer Satisfaction: Monitor and analyze customer feedback to ensure high satisfaction levels and ensure effective follow-up actions for satisfactory resolution.
- Follow-up and Case Management: Oversee follow-up actions on all customer cases to key stakeholders to ensure complete resolution, maintain detailed records of follow-up activities, and ensure timely communication with customers regarding their cases.
- Reporting and Analysis: Prepare and present regular reports on customer service performance, query resolution, and customer satisfaction metrics, using data to identify trends and areas for improvement, and providing actionable insights to the management.
- Quality Assurance: Conduct quality audits of customer interactions, provide feedback and coaching to team members based on audit results, and implement best practices and continuous improvement initiatives to enhance service quality.
- Collaboration and Communication: Work closely with other departments to resolve customer issues, improve processes, participate in cross-functional teams to enhance overall customer experience, and ensure effective communication and collaboration within the team and with other departments.
- Training and Development: Identify training needs, organize training sessions, ensure team members are knowledgeable about products, services, and processes, and foster a culture of continuous learning and development within the team.
Key Performance Indicators
- First Call Resolution (FCR): Percentage of customer queries resolved in the first contact.
- Average Handling Time (AHT): The average time taken to handle a customer query or complaint.
- Customer Satisfaction (CSAT) Score: Customers’ Average satisfaction rating after interacting with the contact centre.
- Service Level Agreement (SLA) Compliance: Percentage of queries and complaints resolved within the agreed SLA timeframes.
- Complaint Resolution Rate: Percentage of complaints resolved out of the total received.
- Quality Assurance Scores:
- Ratings based on quality audits of customer interactions handled by the team.
- Contact Center Efficiency:
- Metrics such as call abandonment rate, call volume, and wait time
Qualifications and Requirements:
- Knowledge of Customer Service procedures and processes in line with industry’s best standards
- Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
- Knowledge of CRM software
- Knowledge of Health & Safety Regulation
- Demonstrates good interpersonal and communication skills
Job Specifications
- Minimum of BSc. /HND required
- Membership of ICSN or any other related professional degree is an added advantage.
- Minimum of 3-5 years’ experience in a similar role is required
QEHS Associate
Job Specifications:
-
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos| Nigeria.
Job Description:
- The Associate will be directly responsible for strict compliance with Quality, environmental, Health and Safety, and regulatory matters support in the assigned region/patch
Core Responsibilities and Key Result Areas
- To strictly adhere to statutory and regulatory requirements in Lagos stores and Pie production unit.
- To adhere to all the safety and environment regulations within and around the production area (PPU) and all the company brands (CR stores, Pie Express and Chopbox)
- To ensure discipline in all the FC department in the region, example: wearing uniform, wearing of badges, using of proper tools, and to ensure that all safety requirements are met.
- To ensure effective co-ordination with all the sections within the region (Lagos) FC units, for effective service to other departments/divisions/units.
- To ensure calibration of all the measuring and weighing equipment under direct control of the shared service division are carried out regularly and recommends such to other departments.
- To ensure good housekeeping and cleanliness in the area of control all the time.
- To submit the required reports example: daily, weekly, monthly or any periodic reports to the superior.
- To strictly adhere to the requirements of the ISO 9001, 14001, 22000, and 45000 and other company adopted quality/operation management system.
- To ensure and maintain all operations, and technical document assigned to him/her.
- To ensure strict conformity to cGMP, and GHP always
- To ensure conformity of all raw materials and packaging materials to specifications before usage in the production shop floor (Pie production unit), and CR Stores.
- To ensure strict compliance to FC process standards, such as Operation Alert, SIC (Short Interval Control), and carry out on the spot checks on processes and materials before clearance for use/dispatch.
- The staff should develop a measurable standard for materials and processes assigned to him/her.
- The staff should report any non – conformity beyond his competence to the Superior without assumption.
- To cater for regulatory activities with the government agencies.
- The staff is duty bound to maintain confidentiality of all technical information or documentation at his disposal.
Direct Reports:
- Quality Control Officer
- QC Operatives
- QC interns
Key Performance Indicators
- Efficiency Indicator – Productivity
- Impact Indicator – Customer satisfaction and Fidelity
- Effectiveness Indicator – Value
- Customer service Indicator – Customer complaints
- Safety Indicator – Quality/Safety
Qualifications and Requirements:
Educational Requirements:
- A minimum of a Bachelor’s Degree in Natural / Physical Science or Manufacturing management is required.
Professional Requirements:
- Possession of any relevant certification such as Six Sigma, Quality Engineer or Quality Auditor is essential.
Experience Requirements:
- Minimum of 3 – 4 years’ experience in similar role
Decision Expectations:
- Investigate conformance to Company specification and deliverables.
- Report Quality or Safety issues to ensure conformance to Specifications and quality deliverables
Knowledge Requirements:
- Knowledge of food operations
- Knowledge of current Good Hygiene practice
- Knowledge of relevant regulatory standards and requirements
- Knowledge of Quality Assurance policies and procedures and Safety – Food, Fire, Occupational Health and Environment
- Knowledge of tools, methods and concepts of quality assurance
Working Conditions
- Job holder typically work 40 hours per week, Monday to Friday, although some roles may involve weekend or evening work. Job role is largely field work, overtime may also be required in this role, for example, during new Store Openings.
Contacts and Purpose of Contact
Internal Contacts (most frequent contacts):
- Line Managers
- Store Employees
- Employees
Purpose of Contact:
- Exchange or provide information
- Obtain, clarify, and discuss information
- Present, discuss information and problems
- Collaborate, negotiate and present ideas
- Deal with, influence or motivate subordinates
- Promote, justify or settle highly sensitive matters
External Contacts (most frequent contacts):
- Service Providers/ Vendors.
Deadline: Not Specified
Also Apply: