Team Lead, Customer Experience at Zojatech Limited

Zojatech Limited provides a wide range of software applications for businesses and individuals, such as Zojapay (A payment platform/solution for businesses and individuals), a Budget management system software (Revvex), Performance Management System (Mance), and a host of others. At Zojatech, we offer our software on a pay-as-you-go or monthly subscription basis, allowing our customers to access the software and its features without having to make a large upfront investment.

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Experience

Location: Lagos
Employment Type: Full-time

Job Summary

• He/she will be responsible for ensuring that team members provide excellent customer service to Users and agents, resolving any issues in a timely and professional manner.
• The ideal candidate should have strong leadership skills, a customer-focused mindset, and experience working in a fast-paced environment.

Job Duties

• Manage and supervise a team of customer service representatives, including training, coaching, and performance management.
• Develop and implement customer service policies and procedures that align with the company's objectives and ensure a high level of customer satisfaction.
• Respond to customer inquiries, resolve complaints, and provide product and service information to customers in a courteous and professional manner.
• Maintain accurate records of customer interactions, transactions, and complaints.
• Collaborate with other departments, such as Sales and Operations, to ensure smooth customer interactions and seamless order processing.
• Conduct regular team meetings to review performance metrics, provide feedback, and address any concerns or issues.
• Continuously identify areas for improvement in customer service processes and implement solutions to improve efficiency and quality of service.
• Ensure that team members are adhering to company policies and procedures and maintain compliance with relevant regulations.
• Follow communication procedures, guidelines, and policies.

Application Closing Date
18th December, 2023.