Unit Head - Customer Service at the Kaduna State Residents Registration Agency (KADSRRA)

Kaduna State Residents Registration Agency (KADSRRA) was established by law on 1st March, 2018 by the administration of His Excellency Mallam Nasir Ahmad el-Rufai and inaugurated on 11th April 2019. The Agency was established to create a reliable database of all residents in the State to provide useful data for planning, financial services, education, housing, health and related matters.

We are recruiting to fill the position below:

Job Title: Unit Head - Customer Service

Location: Kaduna

Job Brief

• Responsible for the promotion of excellent customer experience throughout the organization. They are responsible monitoring and quality improvement of all touch points in the Agency.

Responsibilities

• Take ownership of customer issues and follow problems through to resolution.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Marketing and citizens engagement.
• Resolve complaints from residents.
• Maintain an orderly workflow according to priorities.

Job Requirements

• Bachelor’s Degree or equivalent in any Social Science related discipline.
• Minimum of 10 years’ experience in a similar role, or 7 years’ experience in a similar role in addition to a master’s degree in any social science related discipline.
• Working knowledge of relevant customer service software, databases and tools.
• Strong client-facing communication skills.
• Advanced multi-tasking and team management skills.
• A service delivery orientation.
• Familiar with the use of CRM.

Remuneration
Remuneration is subject to prevailing compensation for Kaduna State Civil Servants for Grade Levels 12-14 depending on the successful candidates’ qualifications and years of experience.

Application Closing Date
31st October, 2021.