• Application Deadline: Tue, 27 Dec 2022 00:00:00 GMT
• Position: Customer Experience Team Lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Job Description

• Our client is in need of a Customer Experience Team Lead who is going to be responsible for overseeing the day-to-day operations of their company’s customer support department.


• Who would commonly manage a team of customer service representatives and may also be involved in hiring, training, scheduling, and performance management, and must ensure that all customer requests are handled in a timely manner while maintaining high standards of quality and accuracy.


• Also serve as a liaison between customers and other departments within their organization to resolve issues or concerns that cannot be addressed by customer service representatives alone.


• Must be able to achieve a 24-hour resolution time for escalated tickets and a maximum 48hours resolution time for all tickets Timely reports including comments and corrective plans against any missed team targets.

Responsibilities

• Ability to organize, allocate and delegate tasks to the team as and when necessary


• Must be able to clearly communicate CED goals to the team


• Ability to treat escalated tickets until the resolution


• To ensure that CEAs are provided with the necessary work tools


• Ensure that all CEAs’ reports are accurate and up to date


• To collate and send a weekly report of the team’s performance


• To ensure proper training of all agents where and when necessary


• Able to collate, analyze and give insights into customer feedback


• To monitor CEAs’ performance and make changes where necessary


• Ability to represent and advocate for the team’s needs


• Must be able to allocate and manage team’s resources


• To motivate the team and assist them in accomplishing their goals.


• To share insights into the Retail team’s performance using deductions from customer interactions and suggest solutions where necessary


• Ability to identify customer journey process gaps and offer suitable solutions


• Ability to make continuous improvements to the workflow to serve the customer better


• Must be able to improve team engagement

Competency / Skill / Requirements

• Bachelor's Degree or its equivalent from an accredited university, in any relevant field of study (Arts, humanities and social sciences is an added advantage)


• Certificate of completion of the compulsory one-year National Youths Service Corps Knowledge and Skills


• Outstanding Customer service skills


• Ability to work independently and within a team with little or no supervision


• Must possess active listening skills


• Effective problem-solving and flexibility


• Must possess clear and concise communication skills


• Must possess a strong active listening capacity


• Good organizational skills that will help with the management of workloads and prioritizing


• Empathy and emotional intelligence


• Must have Knowledge of Microsoft Excel, Google, and all related tools


• Ability to lead a team as well as manage people (internal and external)


• Must possess a high level of integrity


• Must be able to meet the set target


• Ability to think fast and resolve issues


• 2-3 Years Experience in Customer service


• Must have relevant experience in managing a team.