Customer Care Team Lead at M-KOPA Nigeria

M-KOPA - The scale and impact of our work is massive. M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Customer Care Team Lead

Location: Lagos
Job type: Full time
Department:Customer - Customer Service

Job Summary

• We are is looking to hire a Customer Care Team Lead to lead a team of Customer Care Representatives, monitor and manage individual performance while motivating the team to ensure that the set team targets are met.

Responsibilities

• Manage the overall teams' daily activities to ensure smooth operations.  
• Provide support to the team on escalated customer queries, problems, or complaints to ensure complete resolution. 
• Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions.  
• Conduct team meetings to receive, give feedback and disseminate important information.  
• Analyze and report on customers, products, and the overall operational challenges. 
• Liaise with HR business partners on any people-related topics, including disciplinary issues. 
• Manage a team of Customer Care Coordinators, organize team schedules, provide support, and ensure that the team is adequately staffed during peak times.  
• Manage the knowledge repository used for providing answers and solutions for employees, maintaining accurate and up-to-date information.  
• Monitor the service level agreements and key performance indicators for the Customer Care Team. 
• Oversee the use and implementation of service management technology. 
• Review and resolve escalations that are unable to be resolved by a Customer Care officer. 
• Conduct periodic reviews of Administrative Service Center team members.  
• Provide transaction progress updates.  
• Support process improvement by identifying opportunities to enhance internal processes. 
• Gather and review data related to customer contact and interactions, and prepare reports based on data. 

Qualification and Experience

• Bachelor's Degree or Diploma in a Business field or equivalent.
• 2 years experience in a Team Leadership role or equivalent. 

Requirements:

• Proficient in MS Office Suites
• Great leadership and interpersonal skills
• Good decision making and problem-solving skills.   
• Great analytical skills
• Ability to work in a fast-paced environment
• Customer Intelligence/Customer Analytics.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note

• M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
• M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.