Head of Customer Service at Rekrut Consulting

Rekrut Consulting is a Human Capital Development Company. We focus on Corporate Training, Workforce Outsourcing, Recruitment, HR Outsourcing and HR Consulting

We are recruiting to fill the position below:

Job Title: Head of Customer Service

Location: Lagos Mainland, Lagos
Employment Type: Full-time
Industry: Real Estate Company

Overview

• We are seeking a highly motivated and experienced individual to join our team as the Head of Customer Service for our reputable real estate company.
• The successful candidate will lead and manage our customer service department, ensuring exceptional service delivery to our clients and maintaining our company's reputation for excellence.

Key Responsibilities
Team Leadership:

• Supervise and guide the customer service team, providing direction, coaching, and support to ensure a high level of service.
• Foster a positive and collaborative team environment, promoting teamwork, continuous improvement, and professional development.

Client Relations:

• Establish and maintain strong relationships with clients, acting as a point of escalation for complex issues and ensuring their concerns are addressed promptly and effectively.
• Proactively seek feedback from clients and utilize insights to enhance service quality and satisfaction.

Service Standards:

• Develop, implement, and uphold customer service policies, procedures, and standards to ensure consistent and exceptional service delivery.
• Monitor and assess team performance to identify areas for improvement and implement necessary changes.

Issue Resolution:

• Oversee the resolution of customer complaints, ensuring prompt and effective solutions that meet client expectations.
• Collaborate with other departments to address root causes of issues and implement preventive measures.

Training and Development:

• Plan and deliver training programs to enhance the skills and knowledge of the customer service team, ensuring they are well-equipped to assist clients effectively.

Communication:

• Act as a liaison between clients and other departments, conveying relevant information to ensure smooth operations and timely response to client inquiries.

Performance Analysis:

• Analyze key performance indicators (KPIs) related to customer service, prepare regular reports, and present findings to senior management.
• Use data-driven insights to make informed decisions and improvements to service processes.

Innovation and Improvement:

• Continuously seek opportunities to enhance customer service offerings, streamline processes, and implement new technologies to improve efficiency and client satisfaction.

Market Insights:

• Stay informed about industry trends, market conditions, and customer preferences to adapt customer service strategies accordingly.

Qualifications

• Bachelor's Degree in Business Administration, Real Estate, or a related field (an advanced degree is a plus).
• Must have 4-10 years experience
• Proven experience in a customer service leadership role, preferably within the real estate industry.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop team members.
• Exceptional communication and interpersonal skills.
• Problem-solving and conflict-resolution abilities.
• Proficient in using CRM systems and customer service software.
• Analytical mindset with the ability to interpret data and drive improvements.
• Detail-oriented and committed to delivering high-quality service.
• Knowledge of real estate market dynamics and regulations is advantageous.

Salary
N200,000 - N250,000 / Month

Application Closing Date
31st May, 2024.