• Application Deadline: Mon, 15 Jan 2024 00:00:00 GMT
• Position: Head of Customer Support


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 4 years


• Location Oyo


• City Ibadan


• Job Field Customer Care 
  

Job Description

• The Head, Customer Support will be responsible for generally organizing, planning, and monitoring the company’s customer service department to ensure optimized interaction between the company and its clients.


• This entails developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.

Roles and Responsibilities

• Developing an understanding of the functionalities of the various product lines to help customers troubleshoot easily


• Managing the processing of incoming requests, inquiries, and issues to the Customer


• Service Representatives to ensure courteous, timely, and effective completion and resolution of issues.


• Developing and implementing procedures and processes that lead to a highly effective, consistent, and efficient Customer Service organization.


• Interface and collaborate with other departments to resolve customer inquiries and achieve customer satisfaction


• Working with Senior Management on other tasks as may be required occasionally


• Develop and implement operational strategies, policies, and procedures to ensure efficient and effective call centre operations.


• Collaborate with other departments, including sales, marketing, and finance, to ensure the smooth operation of the company's products.


• Preparing and submitting monthly and quarterly performance reports based on established KPI.

Requirements

• Candidates should possess HND / B.Sc Degrees


• 3 - 4 years customer service experience in consumer-focused e-commerce platform, Logistics, FinTech. and Supply Chain.


• Minimum of 2 years demonstrated experience managing a team.


• Professional Certification in Customer service and customer relationship is added advantage.


• Experience with e-commerce management tools, systems, customer service software and best practices.


• Thorough understanding of entire e-commerce processes from conversion to fulfillment to customer service.


• Detail-oriented, demonstrate strong written and verbal communication skills.


• Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.


• Ability to work in a dynamic environment and be result and deadline driven.


• Strategic mindset with the ability to tackle complex and ambiguous problems including negotiation and conflict resolution skills.