Head Customer Care

2 weeks ago

Lagos, Lagos, Nigeria Unified Payment Service Full time

Implement effective customer care procedures, policies and standards

  Develop customer satisfaction goals and coordinate within the group to ensure the goals are met

  Supervise and coordinate activities of Customer Care Specialists and Representatives 

 Manage the approved budget of the Customer Care group

  Hire customer care staff 

 Ensure all Customer Care staff are exposed to adequate training to enhance the job performance

  Ensure companywide compliance of Service Level Agreements (SLA) 

 Draft, implement and execute policies and procedures to facilitate quality customer experience

Ensure first and second level issues are resolved in line with best practice 


• Identify and execute service improvement initiatives working with relevant stakeholders leveraging on technology 


• Deliver high level reports that provide customer insight and service improvement 


• Coordinate periodic Customer Satisfaction survey across Customer base and achieve 90% customer satisfaction rating 


• Regulatory reports and liaison

Bachelor's degree in sciences 

 Minimum of 10 years' work experience in a reputable customer focused organization

  Minimum of 2 years as a Call center supervisor in call center or Friendship Center in a reputable customer focused organization

  In-depth knowledge of Contact Center solutions e.g. CTI (Computer Telephony Integration), CRM, IVR, ACD and other related technology 

 Experience in coaching individuals or groups, and execution of training based on training need analysis. 

 Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.

  Excellent written, verbal, analytical and communication skills. 

 Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.

  Ability to work in virtual team environment.

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