Customer Advocacy Centre Team Lead at ipNX Nigeria Limited

ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-class information, communication and entertainment services.

We are recruiting to fill the position below:

Job Title: Customer Advocacy Centre Team Lead

Job ID: 43
Location: Lagos
Department: Customer Experience & Advocacy
Function: Supervise all activities of the Customer Advocacy Centre
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

• To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.

Expected Key Results:

• Customer Satisfaction
• Quality Assurance Monitoring
• Implement Service Standards
• Advocate for Customers
• Service Delivery Performance Measurement
• Workforce Management

Educational Qualifications & Functional Skills

• Minimum 2.1/Upper Credit Bachelor's Degree in Social Sciences.

Work Experience:

• Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction.
• Teamwork - candidate will need to be a strong team player, who supports their colleagues and share their skills.
• Good interpersonal, work flow management and communications skills.
• Experience in similar roles within IT or Hospitality environment, preferably both.
• Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
• Ability to demonstrate a mature understanding of key business needs.
• Excellent documentation and PowerPoint presentation skills.
• Good project and time management skills - Ability to work independently and manage one’s time.
• Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
• Knowledge of business and management principles involved in strategic planning and resource allocation.

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality

Application Closing Date
30th April, 2018.

How to Apply
Interested and qualified candidates should:
Click here to apply online