View Jobs at Renmoney |
Full Time |
Lagos |
Posted 1 month ago |
We are recruiting to fill the position below:
Job Title: Team Lead, Customer Service
Location: Ikoyi, Lagos
Position Overview
- We are seeking an experienced and motivated Customer Service Team Lead to join our team. The ideal candidate will have a passion for customer service excellence, strong leadership skills, and the ability to drive a team towards achieving operational and customer satisfaction goals.
- The Customer Service Team Lead will be responsible for supervising a team of customer service representatives, ensuring high standards of service, and supporting the continuous improvement of our customer service processes.
Key Responsibilities
Team Leadership and Supervision
- Lead, mentor, and supervise a team of customer service representatives to deliver exceptional service.
- Conduct regular team meetings to communicate updates, address concerns, and motivate the team.
- Set performance goals and provide feedback through regular performance reviews and coaching sessions.
Customer Support and Issue Resolution:
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
- Monitor customer interactions and provide guidance to ensure consistent and high-quality service.
- Develop and implement strategies to improve customer satisfaction and reduce response times.
Operational Management:
- Oversee daily operations of the customer service team, including scheduling, workload distribution, and resource allocation.
- Monitor and report on key performance metrics, identifying trends and areas for improvement.
- Collaborate with other departments to resolve issues and improve service processes.
Training and Development:
- Identify training needs and organize training sessions to enhance the team’s skills and knowledge.
- Develop and maintain training materials and standard operating procedures.
- Foster a culture of continuous learning and professional development within the team.
Process Improvement:
- Identify and implement process improvements to streamline operations and enhance customer experiences.
- Gather and analyze customer feedback to identify trends and areas for service enhancement.
- Lead projects aimed at improving customer service efficiency and effectiveness.
Reporting and Analysis:
- Prepare and present regular reports on team performance, customer satisfaction, and service metrics.
- Use data analytics to inform decision-making and strategy development.
Technology and Tools:
- Ensure the team is proficient in the use of customer service tools and technology.
- Collaborate with IT to resolve technical issues and improve system functionality.
Requirements
- Bachelor’s Degree in Business Administration, Communications, or a related field.
- Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory position.
- Strong knowledge of customer service principles and practices.
- Proficiency in CRM software and customer support tools (e.g., Freshdesk, Salesforce, Zendesk).
- Excellent communication, interpersonal, and leadership skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Analytical mindset with the ability to interpret data and generate insights.
Preferred Skills:
- Experience in process improvement and project management.
- Familiarity with performance metrics and reporting.
- Knowledge of industry-specific regulations and compliance requirements.
- Certification in customer service management (e.g., CCSM) or related areas.
Benefits
- A perfect place for people who enjoy prospecting and coming up with solutions to onboard and convert large-scale customer relationships
- A work environment that people who are a self-starters, take initiative, work collaboratively and can self-manage in ambiguity
- You will receive competitive compensation and work with amazing people.
- You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.
Application Closing Date
Not Specified.
Deadline: August 31, 2024
Job Features
Job Category | Customer Care |