• Application Deadline: Tue, 30 Aug 2022 00:00:00 GMT
• Position: Customer Service Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Customer Care 
  

Job Objective

The Customer Service Manager is a unique opportunity to help drive our efforts to improve customer satisfaction in the entire online shopping journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention. This role calls for a rare combination of proactive thinking, industry knowledge & interpersonal ability to manage relationships, issues, and topics with customers and with all teams across the organization.

Responsibilities 

• Directly supervise the customer service team and ensure the team’s activities are aligned to the departmental and company objectives.


• Actively promote and manage the process of continuous improvement in customer service standard within call/mail inquires and troubleshooting.


• Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the experience of customers.


• Promote effective communication throughout all levels of the customer service function.


• Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.


• Work with cross-functional teams to build the business cases and plans for improving specific customer issues.


• Work closely with other merchant’s customer support teams.


• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.


• Necessary interactions with partners and providers to ensure seamless experience for the customers.


• Organize trainings on customer retention and experience for the team.

Requirements and Experience

• BSc/HND from an accredited university.


• 5+ years’ experience in customer centric roles such as operations, project management or process improvement.


• Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.


• Ability to think strategically and attention to detail.


• Advanced skills in office tools (e.g., Excel and Google Suites) and Sales force.


• Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.

We Offer 

• A unique experience in an entrepreneurial, yet structured environment


• A unique opportunity of having strong impact in building the African ecommerce sector


• The opportunity to become part of a highly professional and dynamic team


• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders