Customer Service Strategy Director

4 days ago


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

Hempawa Consult Ltd is seeking an experienced Customer Service Strategy Director to lead our customer service team and drive exceptional customer satisfaction.

Key Responsibilities:
  • Team Leadership: Supervise and mentor a team of customer service representatives to ensure they have the skills and support needed to excel in their roles.
  • Customer Issue Resolution: Handle escalated customer inquiries and resolve complex issues efficiently, providing timely and effective solutions.
  • Service Improvement Initiatives: Develop and implement customer service strategies to enhance satisfaction and improve overall customer experience.
  • Performance Monitoring: Monitor team performance and provide coaching to improve service quality, identifying areas for growth and implementing corrective actions as needed.
  • Collaboration and Process Enhancement: Collaborate with other departments to streamline customer support processes, ensuring seamless communication and efficient issue resolution.
  • Record Keeping and Feedback Analysis: Maintain accurate records of customer interactions and feedback, using this information to inform future service improvements.
Requirements:
  • Customer Service Experience: Proven experience in customer service, preferably in a leadership role.
  • Problem-Solving Skills: Strong problem-solving skills with a customer-first approach, able to analyze complex issues and develop effective solutions.
  • Communication and Interpersonal Abilities: Excellent communication and interpersonal abilities, able to build strong relationships with customers and colleagues alike.
  • Multitasking and Time Management: Ability to multitask in a fast-paced environment, prioritizing tasks and managing time effectively.
  • Technical Proficiency: Proficiency in CRM software and customer support tools, leveraging technology to enhance service efficiency and effectiveness.


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