Alister Greene is a professional consulting firm with expertise in providing People-Process Management solutions to Large, Small and Medium Scale Enterprises. Our People-Process solutions cover the very needs of start-ups and growing organizations. We work with organizations to overcome their organization specific people and process challenges; designing and implementing the most effective and efficient interventions for smooth transitioning from entrepreneurship to a professionally managed firm.
We are recruiting to fill the position below:
Job Title: Lead, Customer Service
Location: Abuja (FCT)
Employment Type: Full-time
Job Summary
- The Lead Customer Care Officer is responsible for overseeing the customer care team in our organization.
- This position requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of digital banking products and services.
Duties & Responsibilities
- Supervise a team of customer care officers to ensure excellent customer service is provided to digital banking clients.
- Provide support and guidance to team members in resolving complex issues and handling customer complaints.
- Develop and implement customer care policies, procedures, and standards to improve customer satisfaction and retention.
- Monitor customer feedback and analyze data to identify trends, issues, and opportunities for improvement.
- Collaborate with other departments, such as IT, marketing, or sales, to ensure seamless customer experience across all channels and touchpoints.
- Lead training and development programs for customer care officers to enhance their skills and knowledge.
- Manage customer care budgets, resources, and staffing levels to ensure operational efficiency and effectiveness.
- Provide regular reports and updates to senior management on customer care performance, metrics, and initiatives.
Qualification & Experience
- Minimum academic qualification of BSc. or HND in English Language, Mass Communication or any other related field
- A minimum of 4 years of experience as a Lead, Customer Care in a Fintech organization, general operations or project management role
- Ability to manage a team and ensure that subordinates provide customers with appropriate information and services
- Ability to initiate steps to resolve issues/problems affecting customer service timeously.
- Comfortable in a fast-paced, demanding and analytical fintech environment
- Proven track record in sales, customer acquisition/retention, with a demonstrated ability to increase network expansion/volumes.
- Creative communicator with an ability to work across multiple communications channels with experience of influencing others to drive results
- Advanced skills in MS Office tools (e.g. Excel, Word ad PowerPoint).
- Good knowledge of the CRM Software.
Application Closing Date
20th May, 2023.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.
Note: You must be based in Abuja and have a good experience as a Lead, Customer Service in Digital Banking.
https://www.hotnigerianjobs.com/hotjobs/522667/lead-customer-service-at-alister-greene-limited.html