SALARY – N200k

ROLE IS ONSITE

Position Overview: The Customer Service Team lead will oversee the daily operations of our customer service team, ensuring exceptional service delivery and fostering a positive work environment. The role requires excellent communication skills, a proactive attitude and the ability to multitask in a fast-paced environment.Â

Key Responsibilities:

• Lead, mentor and motivate a team of customer service representatives
• Responsible for rota management and human resource planning for the department
• Handle operational budget for the department
• Monitor team performance and provide constructive feedback to achieve set targets
• Implement strategies to object timely customer feedback
• Analyze customer feedback and report same to management to aid factual decision making
• Handle escalated customer inquiries and resolve complex issues
• Handle escalated customer complaints and ensure customer satisfaction at all times
• Develop and implement customer service policies and procedures
• Analyze performance metrics and prepare reports for management
• Collaborate with other departments to enhance customer satisfaction

Qualifications:

• Degree or diploma in relevant field
• Proven experience in a customer service leadership role
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Professional appearance and attitude.
• Ability to work independently and as part of a team.
• Attention to detail and problem-solving skills

Pay Package

• Performance-based incentive system
• Health Insurance benefit
• Pension