Customer Support Manager at Zipnet Innovations & Technologies Limited

At Zipnet Innovation & Technologies Limited we are a Technology services and solution provider specialized in end to end IT services and solutions for Business and Corporate bodies across Nigeria and West Africa region.

We are recruiting to fill the position below:

Job Title: Customer Support Manager

Location: Lagos

Overview

• We are seeking a highly skilled Customer Support Manager to join our team. The successful candidate will be play a pivotal role in ensuring the success of customer support operations.
• You will lead and develop a team of dedicated support representatives, guiding them to deliver exceptional service that exceeds customer expectations.

Responsibilities
The successful candidate will:

• Lead, mentor, and coach a team of customer support representatives, setting clear performance expectations and providing ongoing feedback and development.
• Collaborate with cross-functional teams to improve customer support processes, ensuring timely and accurate issue resolution.
• Monitor and analyze customer support metrics to identify trends, areas for improvement, and opportunities for growth.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer inquiries or concerns, demonstrating a strong ability to resolve issues effectively.
• Create and maintain comprehensive documentation of customer interactions and resolutions.
• Stay current with industry trends and best practices in customer support to drive continuous improvement.

Qualifications

• Bachelor's Degree in relevant field or equivalent work experience.
• Over 5 years of experience in customer support, with not less than 2 years in a supervisory or managerial role.
• Proven track record of driving exceptional customer satisfaction and team performance.
• Strong leadership and communication skills, with the ability to inspire and motivate a team.
• Analytical mindset with the ability to leverage data for decision-making and process improvements.
• Excellent problem-solving skills and the ability to handle challenging situations with professionalism.
• Proficiency in [relevant software/tools] and a willingness to adapt to new technologies.

Application Closing Date
Not Specified.