Customer Service Team Lead at OTP Internet Technology (9Credit)

OTP Internet Technology (9credit) is a Fintech company that provides quick loans to customers vis an online process. The company's major product is 9credit. 9credit is a quick loan app that is available on google play store for use by customers.

We are recruiting to fill the position below:

Job Title: Customer Service Team Lead

Location: Ikeja, Lagos
Employment Type: Full-time

Job Description

• We seeks to hire Customer Service Team Lead to provide excellent customer service and to promote this idea throughout the organisation.
• The goal is to keep the unit running,manage the team in an efficient manner and to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Maintain an orderly workflow according to priorities

Requirements and Skills

• B.Sc Degree in Business Administration or related field
• 3 years experience
• Proven working experience as a Customer Service Lead
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and to lead
• Strong clientfacing and communication skills
• Advanced troubleshooting and multitasking skills
• Customer service orientation.

Salary
N100,000 - N120,000 gross monthly.

Application Closing Date
Not Specified.