Head of Customer Service

4 weeks ago

Lagos, Nigeria DreamWorks Integrated System Limited Full time

Job Summary:

  • The Head of Customer Service is responsible for leading and managing the customer service department to ensure a high level of customer satisfaction and loyalty. This role involves developing and implementing customer service policies and procedures, managing a team of customer service representatives, and continuously improving the customer experience.

Key Responsibilities:

Leadership and Management:

  • Oversee the daily operations of the customer service department.
  • Lead, mentor, and develop a team of customer service representatives and managers.
  • Set performance goals and objectives for the team and monitor progress.
  • Conduct regular performance reviews and provide feedback and coaching.

Customer Service Strategy:

  • Develop and implement customer service policies, procedures, and standards.
  • Create and execute strategies to enhance customer satisfaction and retention.
  • Analyze customer feedback and data to identify areas for improvement.
  • Collaborate with other departments e.g., Sales, Marketing, Product Development to align customer service efforts with company goals.

Operations and Efficiency:

  • Ensure the efficient and effective handling of customer inquiries, complaints, and issues.
  • Implement and manage customer service technologies and tools e.g., CRM systems.
  • Develop and monitor key performance indicators KPIs and service level agreements SLAs.
  • Continuously assess and improve processes to enhance productivity and customer experience.

Customer Experience:

  • Foster a customer-centric culture within the organization.
  • Handle escalated customer issues and complaints promptly and effectively.
  • Monitor and analyze customer service metrics to ensure high performance.
  • Implement initiatives to gather and use customer feedback to improve products and services.

Training and Development:

  • Develop and deliver training programs for customer service staff.
  • Ensure the team is knowledgeable about the company’s products and services.
  • Stay up-to-date with industry trends and best practices in customer service.
  • Reporting and Analysis:
  • Prepare and present regular reports on customer service performance to senior management.
  • Use data and analytics to drive decision-making and strategy formulation.
  • Identify trends and patterns in customer behavior and feedback.

Qualifications:

  • Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. A Master’s degree is a plus.
  • Experience: 7-10 years of experience in customer service, with at least 5 years in a leadership role.

Skills:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to develop and implement effective customer service strategies.
  • Proficiency in customer service software and tools e.g., CRM systems.
  • Strong problem-solving and analytical abilities.
  • Certifications: Relevant certifications in customer service management are a plus.

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