Customer Service Manager (Remote) at Busha Digital Limited

Busha was established in 2018 as a digital currency exchange platform where consumers and merchants can trade digital currencies such as Bitcoin and Ethereum. Busha has made efforts to be a trusted company in this domain and ensure that our platform is easy to use, accessible and user-friendly. Our focus is to use innovation and efficiency to build an open financial system. We look for a few things across all hires we make at Busha, regardless of role or team. We assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos (Remote)
Employment Type: Full-time

Overview

• We are looking for a motivated and experienced Customer Service Manager who will lead a team of Customer Service Representatives and oversee their customer service operations.
• You will be responsible for providing outstanding customer service by leading and motivating your team and developing loyalty incentives to increase customer satisfaction and retention.
• You will work with other cross-functional team members and will rely heavily on both qualitative and quantitative data to make informed decisions. Your duties may also include training new employees and maintaining open communication with other departments during your day.

Responsibilities

• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Proactively instil in team members the need to actively listen to customers, be empathetic towards their problems and be efficient in providing worthy solutions.
• Supervise day-to-day operations in the customer service department.
• Take ownership of customer issues and follow problems through to resolution.
• Enable the team to be customer-centric and provide an amazing experience, doing so by keeping the team accountable and removing roadblocks.
• Set clear customer satisfaction goals and KPIs and deploy strategies focused on implementation, coordinate with the team to meet the goals on a steady basis.
• Continuously develop ways to improve performance, efficiency, and efficacy, based on metrics and customer feedback.
• Have thorough knowledge of Busha products to step in on escalated customer issues that the team is unable to resolve.
• Generate sales lead and build sustainable relationships where necessary.
• Analyse statistics and compile accurate reports.
• Keep a record of customer interactions and details of action taken.
• Develop service procedures, policies, and standards.
• Monitor and develop customer service representatives and nurture an environment through encouragement and empowerment.
• Train team members to deliver a higher standard of customer service.
• Develop feedback or complain procedures for customers to use.
• Stay ahead of industry’s developments and apply best practices to areas of improvement.
• Manage the approved budget of the customer service department.
• Maintain an orderly workflow according to priorities.

Requirements
The ideal candidate must have:

• A minimum of 8 years proven work experience as a customer service representative/specialist.
• 3 - 5 years of experience in a supervisory or managerial position.
• Working Knowledge of Customer Service Databases, software, and tools and awareness of industry’s latest technology trends and applications.
• Motivational skills and ability to lead a team of customer support representatives.
• Ability to think strategically and to lead.
• Confidence, tact, and diplomacy in dealing with difficult situations and able to maintain calm under pressure.
• Strong client-facing and communication skills with outstanding written communication skills.
• Advanced troubleshooting and multitasking skills.
• Strong problem solving and negotiation skills.

Nice to haves:

• Patience and Empathy.
• A passion for customer satisfaction.
• Ability to work effectively with cross-functional teams.
• A team player with excellent communication skills.
• Knowledge of the crypto industry.

Application Closing Date
Not Specified.