REF CODE:       SCSO/BUS/AUG/2025

About the Role

We are looking for a dynamic, people-oriented, and highly proactive Senior Customer Service Officer to lead our customer service function. This role is ideal for someone who thrives in a fast-paced environment, has a customer-first mindset, and is passionate about delivering exceptional service experiences that reflect our values of customer centricity, professionalism, integrity, etc.

The successful candidate will oversee a team of customer service officers, handle complex escalations, drive process improvements, and ensure all customer touchpoints consistently meet our high standards.

Key Responsibilities:

• Team Supervision: Lead, mentor, and support a team of customer service officers across channels (phone, email, social media, etc.).
• Customer Issue Resolution: Manage complex customer complaints and escalations with empathy, urgency, and follow-through.
• Process Optimization: Identify gaps in customer service processes and recommend improvements to enhance efficiency and satisfaction.
• Performance Monitoring: Monitor team performance metrics (e.g., response time, resolution rate, CSAT scores) and provide regular feedback.
• Training & Development: Train team members and conduct regular refresher sessions on customer service protocols and soft skills.
• Reporting: Provide weekly and monthly reports on customer issues, trends, and resolution status.
• Service Standards: Ensure all customer touchpoints meet our service quality standards and regulatory requirements.
• Cross-functional Collaboration: Work closely with Operations (Credit and Banking operations), IT, and Product teams to resolve systemic issues affecting customer satisfaction.

Minimum Requirements:

• Bachelor’s degree in Business, Communications, or related field.
• Minimum 3 years’ experience in customer service (experience in telecommunications or financial services is an advantage).
• Exceptional communication skills (verbal & written) for clear, professional interactions with customers across multiple channels.
• Active listening & empathy to understand customer needs and resolve complaints effectively.
• Knowledge of omni channel customer engagement tools (social media, live chat, email automation, WhatsApp banking, etc.).
• Coaching and mentoring abilities to build a high-performing customer service team.
• Emotional intelligence for managing both customer expectations and internal team dynamics.
• Ability to analyze customer service metrics (CSAT, NPS, response time) for decision-making.
• Ability to work well under pressure and manage multiple priorities.