Head of Customer Service and Customer Experience at Myrtle Management Consultants Limited

Myrtle Management Consultants Limited - Our client is an Africa-focused developer of measurable and impactful zero-emission projects under a technology-driven Ecosystem, with a pipeline of projects pertaining to electro mobility and energy efficiency, commercial electric vehicle charge point operations, and clean power supply systems, at very advanced stages of their development.

They are recruiting to fill the position below:

Job Title: Head of Customer Service and Customer Experience - Transport Mobility Company

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Description

• Respond to any issues and follow-up by coordinating with the appropriate departments or field team
• Support all users and help them get the most out of our apps
• Contribute and share ideas to decrease the workload and improve the quality & speed of customer support
• Be a key player in building a support team in a challenging growth environment
• Manage appointments, enquiries or complaints from customers or clients.
• Manage relationships with technology vendors and service providers, overseeing contracts, negotiations, and ensuring that external services meet the company's standards.
• Implement robust cybersecurity measures and ensure compliance with industry regulations and data protection standards, safeguarding sensitive transportation data and customer information.
• Accurately and efficiently address any issues or disputes with customers.
• Understand department process flow, constantly looking for areas of improved efficiency
• Ensure all customers’ service work order and service contract, standard operating procedures, SLAs are followed and update
• Overseas communications, timely responses to emails and requests (internal and external)
• Various reporting responsibilities as needed

Qualifications

• 5 years of experience in the related field especially working for a transport mobility company, bank, telecommunication etc
• Exceptional understanding of customer journey mapping and customer feedback analysis.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities
• Data-driven mindset, with the ability to translate data into actionable insights.
• Knowledge of customer experience technology tools and platforms.
• A track record of successfully implementing customer-centric strategies and driving results.
• Passion for creating and fostering a culture of customer-centricity.

Remuneration

• Competitive along with other benefits.

Application Closing Date
30th November, 2023.