Team Lead, Customer Service at Renmoney

Renmoney - We are a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences.

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Service

Location: Ikoyi, Lagos

Position Overview

• We are seeking an experienced and motivated Customer Service Team Lead to join our team. The ideal candidate will have a passion for customer service excellence, strong leadership skills, and the ability to drive a team towards achieving operational and customer satisfaction goals.
• The Customer Service Team Lead will be responsible for supervising a team of customer service representatives, ensuring high standards of service, and supporting the continuous improvement of our customer service processes.

Key Responsibilities
Team Leadership and Supervision

• Lead, mentor, and supervise a team of customer service representatives to deliver exceptional service.
• Conduct regular team meetings to communicate updates, address concerns, and motivate the team.
• Set performance goals and provide feedback through regular performance reviews and coaching sessions.

Customer Support and Issue Resolution:

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Monitor customer interactions and provide guidance to ensure consistent and high-quality service.
• Develop and implement strategies to improve customer satisfaction and reduce response times.

Operational Management:

• Oversee daily operations of the customer service team, including scheduling, workload distribution, and resource allocation.
• Monitor and report on key performance metrics, identifying trends and areas for improvement.
• Collaborate with other departments to resolve issues and improve service processes.

Training and Development:

• Identify training needs and organize training sessions to enhance the team's skills and knowledge.
• Develop and maintain training materials and standard operating procedures.
• Foster a culture of continuous learning and professional development within the team.

Process Improvement:

• Identify and implement process improvements to streamline operations and enhance customer experiences.
• Gather and analyze customer feedback to identify trends and areas for service enhancement.
• Lead projects aimed at improving customer service efficiency and effectiveness.

Reporting and Analysis:

• Prepare and present regular reports on team performance, customer satisfaction, and service metrics.
• Use data analytics to inform decision-making and strategy development.

Technology and Tools:

• Ensure the team is proficient in the use of customer service tools and technology.
• Collaborate with IT to resolve technical issues and improve system functionality.

Requirements

• Bachelor's Degree in Business Administration, Communications, or a related field.
• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory position.
• Strong knowledge of customer service principles and practices.
• Proficiency in CRM software and customer support tools (e.g., Freshdesk, Salesforce, Zendesk).
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Analytical mindset with the ability to interpret data and generate insights.

Preferred Skills:

• Experience in process improvement and project management.
• Familiarity with performance metrics and reporting.
• Knowledge of industry-specific regulations and compliance requirements.
• Certification in customer service management (e.g., CCSM) or related areas.

Benefits

• A perfect place for people who enjoy prospecting and coming up with solutions to onboard and convert large-scale customer relationships
• A work environment that people who are a self-starters, take initiative, work collaboratively and can self-manage in ambiguity
• You will receive competitive compensation and work with amazing people.
• You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.

Application Closing Date
Not Specified.