Published

Industry

Customer support, client care Jobs in Nigeria

27

jobs

PalmPay

Head Of Customer Service

Lagos, Nigeria

Boston Consulting Group (BCG)

Consultant

Lagos, Nigeria

Global Profilers

Customer Care Executive

Lagos, Nigeria

Resource Intermediaries Limited

Customer Care Representative

Ibadan, Nigeria

Tetra Pak Limited

DEI Manager

Lagos, Nigeria

Apex Network Limited

Customer Relation And Transaction Officer

Lagos, Nigeria

LEAM Consulting Limited

Customer Service / Assistant Hub Manager

Lagos, Nigeria

LEAM Consulting Limited

Customer Representative

Lagos, Nigeria

Sun King

Customer Service Executive (Hausa Speaking)

Lagos, Nigeria

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Energy Talent Company

Customer Service Representative - Benin

Benin City, Nigeria

Head Of Customer Service

Closing: Jun 13, 2024

14 days remaining

Published: May 29, 2024 (2 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications
  • Bachelor's Degree in Business Administration, Management, or a related field.
  • A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
  • Proven leadership and team management skills.
  • Strong strategic thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software and tools.
  • Ability to handle high-pressure situations and make decisions quickly.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Experience in the Banking sector is a must

Personal Attributes:

  • Customer-oriented mindset with a passion for delivering exceptional service.
  • Innovative and proactive approach to problem-solving.
  • Ability to motivate and inspire a team.
  • Strong organizational and multitasking abilities.
  • High level of integrity and professionalism.
Responsibilities
Qualifications
  • Bachelor's Degree in Business Administration, Management, or a related field.
  • A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
  • Proven leadership and team management skills.
  • Strong strategic thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software and tools.
  • Ability to handle high-pressure situations and make decisions quickly.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Experience in the Banking sector is a must

Personal Attributes:

  • Customer-oriented mindset with a passion for delivering exceptional service.
  • Innovative and proactive approach to problem-solving.
  • Ability to motivate and inspire a team.
  • Strong organizational and multitasking abilities.
  • High level of integrity and professionalism.
  • The Head of Customer Service at PalmPay Limited will oversee the customer service department, ensuring high standards of customer satisfaction.
  • This role involves strategic planning, team management, process improvement, and driving customer service initiatives.
  • The ideal candidate will be a customer-centric leader with a proven track record in managing customer service operations in a fast-paced environment.

Key Duties
Leadership and Management:

  • Lead, mentor, and manage the customer service team to achieve departmental goals.
  • Develop and implement customer service policies, procedures, and standards.
  • Monitor team performance, provide regular feedback, and conduct performance evaluations.
  • Foster a customer-centric culture within the team.
  • Strategic Planning:
  • Develop and execute the customer service strategy aligned with company goals.
  • Identify and implement best practices to enhance customer satisfaction.
  • Analyze customer service metrics and trends to make informed decisions.
  • Collaborate with other departments to streamline processes and improve the overall customer experience.

Customer Experience:

  • Ensure timely and effective resolution of customer inquiries, complaints, and issues.
  • Implement and manage customer feedback mechanisms to gather insights and improve services.
  • Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
  • Develop strategies to improve customer retention and loyalty.
  • Process Improvement:
  • Identify opportunities for process optimization and efficiency improvements.
  • Implement technology solutions to automate and enhance customer service operations.
  • Ensure compliance with regulatory requirements and company policies.
  • Reporting and Analysis:
  • Prepare and present regular reports on customer service performance to senior management.
  • Use data and analytics to drive continuous improvement and strategic initiatives.
  • Set and track key performance indicators (KPIs) for the customer service team.

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