Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Head Customer Service for our client which is an E-commerce company.
Job Title: Head Customer Service
Ref: 405
Location: Lagos
Responsibilities
- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Review and assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer service projects and initiatives
- Ensure budget requirements are met
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
Qualification and Experience
Experience/Qualifications
- Relevant Bachelor's Degree
- Customer Service Experience
- Supervisory Experience
- In-depth knowledge of customer service principles and practices
- Proficiency in CRM systems
- Proficiency in MS Office applications
- Product knowledge
- Call Centre Experience
Expectations/Skills
- Interest and enjoyment in working with people
- Polite and tactful personality
- Numerical Skills
- Ability to plan
- Patient
- Able to work calmly under pressure
- IT skills
Application Closing Date
Not Stated.
How to Apply
Interested and qualified candidates should:
Click here to apply online