• Application Deadline:
• Position: Customer Support Manager


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 6 years


• Location Lagos


• Job Field Customer Care 
  

Description

• Supervise and coordinate the daily operations of the customer support team.


• Produce timely reports of activities.


• Escalate any downtime or service failure promptly.


• Coach and train the agents on customer and interaction handling skills.


• Manage the customer support teams, to ensure the services are up and running.


• Through focused analysis and monitoring, provide insights to management on customer behavior and feedback.


• Ensure CSAT and NPS ratings are improved.


• Manage the customers' feedback and provide valuable feedback and recommendations that will aid the business.


• Be up to date with service delivery innovations and trends that will ensure CXD cost management and efficiency.


• Manage and supervise the members of the department to maintain a positive work environment and a motivated team.

Requirements

• A University degree. A Master’s degree is an added advantage.


• A minimum of 6 years of experience in Customer Services or Contact Centre roles.


• Good Communication


• Customer Engagement and Relationship Management.


• Crisis Management


• Time Management


• Team leadership


• Emotional Intelligence (Self-Control)

Benefits

• Private Health Insurance


• Pension Plan


• Paid Time Off


• Work From Home


• Training & Development

Recruitment Process:

• A screening call with the Recruiter for 30 minutes.


• Technical interview with one of the members of the Operations team for 30-45 minutes.


• Culture fitment interview with the Hiring Manager for 45-60 minutes.