• Application Deadline:
• Position: Head of Customer Service



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 7 years



• Location Abuja




• Job Field Customer Care 
  
  

Responsibilities

• The Head of Client Services is responsible for designing, implementing, and managing client service strategies to ensure exceptional customer experience across all touchpoints. The role oversees call center operations, client engagement, service delivery standards, and continuous improvement initiatives


• Design and implement strategies to enhance customer satisfaction and experience across all service channels.


• Drive continuous improvement in Net Promoter Score (NPS) performance trends


• Manage end-to-end Call Center activities across inbound, outbound, and digital channels.


• Develop and enforce SLAs covering response times, resolution times, and call quality while tracking KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and Call Abandonment Rate.


• Establish and manage an effective complaint resolution framework.


• Handle escalations and resolve complex client issues promptlyDevelop and enforce SOPs for client service and call center operations


• Standardize procedures across teams to ensure consistency in service delivery


• Provide reports and insights on client service performance


• Lead, mentor, and manage the client services and call center teams.


• Set performance goals and conduct regular appraisals.


• Ensure seamless service delivery across enrollee touchpoints

Education

• Bachelor’s degree and MBA in Business Administration or related field


• Certified Customer Experience Professional (CCXP) or a related certification

Experience

• 7+ years experience in Client Service management with proven experience in Call Center operations