Customer Success Lead

17 hours ago


Abuja, FCT, Nigeria Hempawa Consult Ltd Full time
Job Summary

We are seeking a highly skilled Customer Success Lead to join our team at Hempawa Consult Ltd. The ideal candidate will have a proven track record in customer service, preferably in a leadership role.


About the Role

This is an exciting opportunity for a motivated and results-driven professional to oversee a team of customer service representatives and drive customer satisfaction through effective strategies and coaching.


Main Responsibilities:
  • Team Management: Supervise and mentor a team of customer service representatives to ensure seamless delivery of exceptional customer experiences.
  • Issue Resolution: Handle escalated customer inquiries and resolve complex issues efficiently, ensuring timely and satisfactory outcomes.
  • Customer Service Strategies: Develop and implement customer service strategies to enhance customer satisfaction, identifying areas for improvement and implementing changes as needed.
  • Performance Monitoring: Monitor team performance and provide coaching to improve service quality, utilizing metrics and feedback to inform decision-making.
  • Collaboration: Collaborate with other departments to streamline customer support processes, promoting cross-functional understanding and efficiency.

Requirements:
  • Experience: Proven experience in customer service, preferably in a leadership role.
  • Skillset: Strong problem-solving skills with a customer-first approach, excellent communication and interpersonal abilities, and the ability to multitask in a fast-paced environment.
  • Technical Skills: Proficiency in CRM software and customer support tools.


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