JOB TITLE: Customer Support Lead
JOB LOCATION: Lagos
JOB DETAILS:
- As a Customer Support Lead, you will provide high quality customer service to Altschool customers while ensuring smooth flow of inquiries and complaints through effectively managing our customer service team.
- This involves motivating, coaching, creating and implementing effective modes of operation that provide high quality customer services.
- Strong leadership skills, ability to effectively and professionally communicate with both customers and employees for excellent service is vital for this role.
Job Responsibilities
- Lead and manage the end to end online customer support team function/activities ensuring the company’s customers have easy access to information and resolution to complaints/issues
- Provide adequate support to team members through proper work scheduling, performance tracking and Quality Assurance across all customer interaction platforms (In-bound/outbound calls, emails, live-chat, Facebook, twitter, linkedin and instagram)
- Incharge of handling escalations and resolution ensuring exceptional customer experience at every touch point.
- Prepare and provide reporting dashboard from customer’s feedback for top level insight and decision making
- Give recommendations to concerned stakeholder on product improvement
- Develop a feedback process or system to ensure fluidity of information from the internal stakeholders to the customers.
- Provide telemarketing support strategy during product launches
- Take responsibility for the onboarding process of new members.
What We Are Looking For
- 3 – 5+ years experience in customer facing roles/experience in leading a customer service team or process is a plus..
- Excellent organizational skills and the ability to maintain a high level of accuracy in a fast-paced, multi-tasking environment are required.
- Curiosity, Critical Thinking and the passion to drive improvements ability to Multi-task and manage multiple conflicting priorities.
- Ability to maintain composure through stressful situations.
- Proficient in Microsoft Office Applications
- Ability to manage people virtually across multiple locations.
- Ability to coach; provide and receive feedback; comfortable with two-way dialogue
- Strong collaborative and respectful people leadership and business acumen
- Ability to work with diverse workforce and customer base in a matrixed organization
- Excellent analytical, influential and reasoning behaviors
- Very good verbal and written communication skills.
Application Closing Date
Not Specified.
Job Features
Job Category | Customer Care |