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Head of Customer Success at CredPal

Posted on Wed 24th Feb, 2021 - hotnigerianjobs.com --- (0 comments)


CredPal is a financial technology company that provides credit cards for consumers to meet their immediate financial needs. We are leveraging technology and the retail industry to provide a modern consumer credit solution for Africa and beyond.

We are recruiting to fill the position below:

Job Title: Head of Customer Success

Location: Yaba, Lagos
Employment Type: Full-time

Purpose Statement

  • We are looking to hire a head for our customer success team. This role is focused on developing and driving a team to provide world class customer experience throughout the customer lifecycle.
  • The Customer Service lead is responsible for establishing procedures and reporting, training and measuring team performance.
  • He /She also ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.

Key Deliverables:

  • Oversees and determines key strategic direction and objectives of customer support department..
  • Establish and implement customer engagement processes and communications
  • Set customer success team goals and establish consistent, accurate, timely reporting on key individual and team metrics.
  • Measures the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agents to consumer correspondence.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Manage the team on taking ownership of customers issues and follow problems through to resolution.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.

Preferred Qualification

  • Bachelor's Degree.
  • Relevant trainings & certifications
  • 4-6years of experience in similar role

Preferred Requirements:

  • Knowledge of the financial services industry and understanding of consumer lending.
  • Proven ability to lead a customer success team: ability to deploy set standards, procedures and policies; proven success with staff training/coaching, Quality Assurance, business process improvement, and workforce planning.
  • Expertise utilizing data to make decisions and drive management decisions; strong demonstrated analytical/business reporting experience.
  • An understanding of the motivators of the target market.
  • Experience managing a multi functional team.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.

Application Closing Date
9th March, 2021.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the "Job Title" as the subject of the mail


  

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