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Ekesons Parcel Services Limited

CLOSED
Call Center / Customer Experience Officer

Lagos, Nigeria

Closing: Jul 29, 2022

22 days remaining

Published: Jun 25, 2022 (12 days ago)

Job Requirements

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Job Summary

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The Head of Customer Experience is accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department specifically and the company as a whole; ensuring that customer experience activities deliver measurable and significant value to the businesses and meet customer loyalty targets.


Responsibilities

The Head of Customer Experience is accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department specifically and the company as a whole; ensuring that customer experience activities deliver measurable and significant value to the businesses and meet customer loyalty targets.


  • Provide leadership and direction to the entire customer experience department, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set surpassing departmental expectations.

  • Lead strategy formulation for the customer experience department. Oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

  • Balance customer experience strategy with delivery and champion people management, performance management, and talent agendas.

  • Develop service procedures, policies and standards. Implement customer experience support plans for customer experience managers, call center supervisors and agents.

  • Improve customer service experience, create engaged customers and facilitate organic growth. Take ownership of customer’s issues and follow through to resolution.

  • Support the relevance of the business’s customer loyalty targets in order to ensure that they are communicated and applied correctly across the department as a whole.

  • Control resources and utilize assets to achieve qualitative and quantitative targets.

  • Measure the effectiveness of all customer experience approaches and initiatives primarily through conducting research and putting performance measures in place for the purpose of continually monitoring the customer support performance processes, leading to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.

  • Recruit, mentor and develop customer service personnel and nurture an environment where they can excel through encouragement and empowerment, ensuring constant sharpening of their skills and grooming them.

  • Keep ahead of industry’s developments and apply best practices to areas of improvement.

  • Qualifications

    • Degree in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field. The equivalent in working experience is also acceptable.

  • Proven 5+ years of experience in customer support, preferably working as a customer support manager for a business within a fast-paced and competitive environment.

  • Working knowledge of customer service software, databases and tools.

  • Strong client-facing and communication skills.

  • Vast experience in customer service research and analytical techniques, having an ability to translate raw consumer support data and information into actionable solutions and strategies.

  • Proven and successful experience driving positive change and influencing enhanced performance in a customer support department.

  • Must have an ability to think creatively and strategically - ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with others and deliver results.

  • Possess outstanding leadership skills with the ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions.

  • Advanced troubleshooting and multi-tasking skills.

  • Experience in the betting industry is an advantage


  • Applications submitted via Fuzu have 32% higher chance of getting shortlisted.