Team Lead - Customer Services at Metrohealth HMO Limited

MetroHealth HMO Limited is a Health Maintenance Organization which has been established with the objective of becoming the HMO of choice for corporate entities and all subscribing enrolees, who want good quality healthcare accessed through a technology enabled platform that will enhance the whole customer experience.

We are recruiting to fill the position below:

Job Title: Team Lead - Customer Services

Location: Lekki, Lagos

Job Summary

• We are seeking a dynamic and motivated individual to join our team as a Team Lead - Customer Services.
• In this role, you will be responsible for leading and managing a team of customer service officers, ensuring the highest level of customer satisfaction is achieved.
• You will play a crucial role in maintaining strong relationships with our customers and providing excellent support throughout their buying journey.

Responsibilities

• Lead, motivate, and mentor a team of customer service representatives to deliver exceptional service to our customers.
• Set clear performance goals, provide regular feedback, and conduct performance evaluations.
• Monitor team performance metrics and implement strategies to improve customer satisfaction and service quality.
• Handle escalated customer inquiries or complaints, providing effective solutions and ensuring timely resolution.
• Develop and implement customer service policies, procedures, and standards to enhance overall customer experience.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to streamline processes and optimize customer support.
• Stay updated on industry trends and best practices to identify opportunities for continuous improvement.
• Prepare reports and provide management with insights and recommendations to enhance customer service operations.

Requirements

• B.Sc / HND in any related discipline
• Minimum of 3 years’ experience in customer centric roles preferably in the E-commerce industry
• Good experience in customer data collection and analyze to develop improvement plans that addresses customer needs
• Advanced skills in office tools (Excel and Google Suites) 
• Ability to work with minimal supervision

Remuneration

• Monthly net salary of N130,000 to N150,000 (depending on experience level)
• Annual salary reviews
• Payment of annual performance incentive in cash
• Medical Cover.

Application Closing Date
20th July, 2023.