• Application Deadline: Fri, 10 Nov 2023 00:00:00 GMT
• Position: Head of Customer Service (ISP/TELCO)


• Job Type Full Time


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


• Experience 7 years


• Location Lagos


• City Ikeja


• Job Field Customer Care 
  

Job Summary

• The ideal candidate must be able to facilitate the delivery of excellent customer service processes throughout the organization, ensuring everyone meets standards and maintaining customer satisfaction.

Responsibilities

• Perform Quality Control Inspections, direct and manage all activities relating to the delivery of effective customer service


• Liaise with other department heads across the organization


• Implement and maintain effective methods for gathering customer satisfaction data


• Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals;


• Develop plans and targets for the customer service team


• Provide leadership and oversight of management for service operations;


• Delegate tasks to team leaders to ensure the smooth running of the department


• Analyze and interpret data relating to customer service effectiveness


• Manage and maintain long-lasting relationships with customers and clients


• Control expenses and monitor budgets for the department


• Support other departments with customer-service-related issues


• Organize training and facilitate the development of the customer service team


• Assist with recruitment and appraisals of new and existing team members


• Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment


• Communicate and project the “we care” attitude to all customers and employees through all forms of communication (writing, verbal, appearance)


• Also performs other duties as are he deems necessary in the execution of his duties or duties as delegated by the Directors or the Employer.

Requirements / Skills

• B.Sc / M.Sc in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field.


• 7 years proven experience working as a Customer Support Manager within a fast-paced and competitive environment (ISP/TELCO industry experience most preferred).


• Must have vast experience in customer service research and analytical techniques.


• Ability to think creatively, strategically, multi-task and work comfortably under pressure


• Exceptional communication, presentational and organizational skills is required


• Must possess outstanding leadership skills


• Must have technological acumen and demonstrate proficiency in MS Office Suite, MIS/CRM tools.