• Application Deadline: Mon, 20 Nov 2023 00:00:00 GMT
• Position: Head of Customer Service and Customer Experience - Transport Mobility Company


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Job Description

• Respond to any issues and follow-up by coordinating with the appropriate departments or field team


• Support all users and help them get the most out of our apps


• Contribute and share ideas to decrease the workload and improve the quality & speed of customer support


• Be a key player in building a support team in a challenging growth environment


• Manage appointments, enquiries or complaints from customers or clients.


• Manage relationships with technology vendors and service providers, overseeing contracts, negotiations, and ensuring that external services meet the company's standards.


• Implement robust cybersecurity measures and ensure compliance with industry regulations and data protection standards, safeguarding sensitive transportation data and customer information.


• Accurately and efficiently address any issues or disputes with customers.


• Understand department process flow, constantly looking for areas of improved efficiency


• Ensure all customers’ service work order and service contract, standard operating procedures, SLAs are followed and update


• Overseas communications, timely responses to emails and requests (internal and external)


• Various reporting responsibilities as needed

Qualifications

• 5 years of experience in the related field especially working for a transport mobility company, bank, telecommunication etc 


• Exceptional understanding of customer journey mapping and customer feedback analysis.


• Strong leadership, coaching, and team-building skills.


• Excellent communication and interpersonal abilities


• Data-driven mindset, with the ability to translate data into actionable insights.


• Knowledge of customer experience technology tools and platforms.


• A track record of successfully implementing customer-centric strategies and driving results.


• Passion for creating and fostering a culture of customer-centricity.