• Application Deadline:
• Position: Head, Customer Service



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 6 years



• Location Lagos




• Job Field Customer Care 
  
  

Key Responsibilities

Customer Service Leadership & Strategy:

• Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.


• Monitor customer service performance metrics and drive initiatives for continuous improvement.


• Ensure compliance with company policies and industry best practices.

Team Management & Development:

• Lead, train, and mentor the customer service team to enhance productivity and service quality.


• Set performance goals, conduct appraisals, and provide feedback for continuous development.


• Foster a positive work environment that promotes teamwork and professional growth.

Customer Support & Relationship Management:

• Oversee customer interactions and ensure timely resolution of inquiries, complaints, and escalations.


• Develop strategies to enhance customer satisfaction, loyalty, and retention.


• Collaborate with other departments to ensure seamless service delivery.

Process Improvement & Reporting:

• Analyze customer feedback and trends to recommend service improvements.


• Utilize data and reports to track performance and identify areas for optimization.


• Implement technology and tools to streamline customer service operations.

Crisis Management & Conflict Resolution:

• Handle high-level customer complaints and complex issues professionally.


• Develop proactive solutions to mitigate service-related challenges.


• Ensure swift and effective resolution of service disruptions.

Requirements

• Candidates should possess an HND / BSc with 6 years experience.