• Application Deadline: Mon, 6 Nov 2023 00:00:00 GMT
• Position: Customer Service lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Abuja


• Job Field Customer Care 
  

Job Description

We are seeking an experienced and dedicated Customer Service Lead to join our team. The ideal candidate will play a pivotal role in supervising and supporting the customer service team, ensuring the delivery of exceptional service to our customers.

Key Responsibilities

• Supervise and lead a team of customer service representatives.


• Set performance goals and provide guidance, training, and coaching to team members.


• Ensure that customer inquiries and issues are resolved promptly and efficiently.


• Monitor and assess team performance and KPIs to meet or exceed customer service standards.


• Handle complex or escalated customer inquiries and complaints.


• Collaborate with other departments to resolve customer issues and provide feedback for process improvements.


• Maintain up-to-date knowledge of company products, policies, and services.


• Prepare regular reports on team performance and customer feedback.


• Assist in the recruitment, onboarding, and training of new team members.


• Foster a positive and collaborative work environment to promote teamwork and employee satisfaction.


• Stay updated on industry trends and best practices in customer service.

Qualifications

• Proven experience in a customer service role, with a minimum of 3 years in a leadership or supervisory position.


• Excellent communication and interpersonal skills.


• Strong problem-solving and conflict resolution abilities.


• Proficiency in using customer service software and tools.


• Ability to handle high-pressure situations with professionalism.


• Exceptional organizational and multitasking skills.


• Demonstrated leadership and coaching capabilities.


• A customer-focused approach and commitment to providing outstanding service.


• Experience working in health care industry is a plus.

Education

• A bachelor's degree in a relevant field or equivalent work experience.