• Application Deadline: Sun, 10 Sep 2023 00:00:00 GMT
• Position: Head of Department (HOD), Customer Service


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Job Objective(s)

• Ensure the smooth running and supervision of all call centre operations,


• Supervise and coordinate activities of Call centre agents


• Ensure all call centre agents are


• Ensure all first level Issues are resolved within 3hrs


• Follow up on escalated Issues to ensure companywide compliance of Service Level Agreements.

Duties & Responsibilities

• Monitors productivity of customer service representatives and generates reports


• Coordinate the Customer Satisfaction survey across Customer base


• Monitors individual, team and call center results to identify and act on both positiveand negative performance trends to ensure attainment of performance targets.


• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies


• Answers questions and recommend corrective services to address customer complaints


• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.


• Determines work procedures, prepares work schedules and expedites workflow


• Studies and standardizes procedures to improve efficiency of subordinates


• Prepares composite reports from individual reports by subordinates

Key Performance Indicators

• Conduct customer satisfaction survey on all Issuer Banks and Acquirer Banks


• Ensure 95% of First Level Issues are resolved within 3hrs


• Ensure 95% of Second Level Issues are escalated for onward resolution within 2hrs


• Ensure all call centre agents are 85% skilled to independently resolve all first level Issues


• Ensure that all Customer Service SOP documents are reviewed / updated every quarter


• Ensure all Call centre agents attain a minimum of 4hrs training every month.