Customer Support Lead at AltSchool Africa

AltSchool Africa is an Edtech platform, an alternative to school, launched with the sole motivation to increase employability and reduce unemployment by helping Talents in Africa jump-start a career in Tech.

At AltSchool Africa, we are Talent focused, impact-driven, and community oriented. If you're interested in joining a diverse and dynamic team who are passionate, audacious, agile, and on an impact mission, you'll feel right at home at AltSchool Africa.

We are recruiting to fill the position below:

Job Title: Customer Support Lead

Location: Lagos

Job Summary

• As a Customer Support Lead, you will provide high quality customer service to Altschool customers while ensuring smooth flow of inquiries and complaints through effectively managing our customer service team.
• This involves motivating, coaching, creating and implementing effective modes of operation that provide high quality customer services.
• Strong leadership skills, ability to effectively and professionally communicate with both customers and employees for excellent service is vital for this role.

Job Responsibilities

• Lead and manage the end to end online customer support team function/activities ensuring the company’s customers have easy access to information and resolution to complaints/issues
• Provide adequate support to team members through proper work scheduling, performance tracking and Quality Assurance across all customer interaction platforms (In-bound/outbound calls, emails, live-chat, Facebook, twitter, linkedin and instagram)
• Incharge of handling escalations and resolution ensuring exceptional customer experience at every touch point.
• Prepare and provide reporting dashboard from customer’s feedback for top level insight and decision making
• Give recommendations to concerned stakeholder on product improvement
• Develop a feedback process or system to ensure fluidity of information from the internal stakeholders to the customers.
• Provide telemarketing support strategy during product launches
• Take responsibility for the onboarding process of new members.

What We Are Looking For

• 3 - 5+ years experience  in customer facing roles/experience in leading a customer service team or process is a plus..
• Excellent organizational skills and the ability to maintain a high level of accuracy in a fast-paced, multi-tasking environment are required.
• Curiosity, Critical Thinking and the passion to drive improvements ability to Multi-task and manage multiple conflicting priorities.
• Ability to maintain composure through stressful situations.
• Proficient in Microsoft Office Applications
• Ability to manage people virtually across multiple locations.
• Ability to coach; provide and receive feedback; comfortable with two-way dialogue
• Strong collaborative and respectful people leadership and business acumen
• Ability to work with diverse workforce and customer base in a matrixed organization
• Excellent analytical, influential and reasoning behaviors
• Very good verbal and written communication skills.

Application Closing Date
Not Specified.