Head, Customer Support Officer

Found in: beBee S NG - 4 weeks ago

Ibadan, Nigeria LEAM Consulting Limited Full time

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

  • HND / B.Sc
  • 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.

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