• Application Deadline:
• Position: Customer Service Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Customer Care 
  

Job Description

• The role will require the successful candidate to investigate and monitor disputed customer transactions that are received verbally and/or in writing to ensure we are providing excellent customer service, complying with all applicable regulations, and minimizing financial impact to the company.


• The Customer Service Manager (Resolution) will handle escalated customer issues which may involve answering/making calls to customers and/or merchants while conducting research.

The Role

• Manage sensitive and escalate customer complaints ensuring senior managers are briefed where appropriate.


• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.


• Ensure that you and the customer service team members provide excellent, courteous and professional customer service when interacting with the customer.


• Escalate to in a timely manner any issues of concern.


• Improve customer service experience, create engaged customers and facilitate organic growth


• Take ownership of customers issues and follow problems through to resolution


• Keep accurate records and document customer service actions and discussions


• Achieve qualitative and quantitative targets


• Maintain an orderly workflow according to priorities


• Hold daily stand ups with your team

Requirements for the role:

• Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly


• Inspires others to achieve success


• An empathetic, inclusive and curious attitude


• Dynamic, proactive and energetic leadership style


• Clear verbal and written communication skills


• Comfortable and skilled in inbound and outbound calls to customers and/or merchants


• Enjoy new challenges in a rapidly growing environment


• Must be well organized with keen attention to detail


• Strong analytical and conflict resolution skills


• Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines


• Demonstrate effective problem solving skills


• Excellent written and verbal communication skills, including presentation skills.


• Strong interpersonal skills and ability to develop relationships with clients


• Ambitious and target focused with a drive to succeed.


• Required to work onsite

Preferred Experience:

• 5+years proven experience in customer service and 3+ years as a Customer sales manager in a financial institution or Fintech.


• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.