Head of Customer Service (ISP/TELCO) at Ascentech Services Limited

Ascentech Services Limited is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business.

We are recruiting to fill the position below:

Job Title: Head of Customer Service (ISP/TELCO)

Location: Ikeja, Lagos
Employment Type: Full-time
Industry: ISP / Telecom

Job Summary

• The ideal candidate must be able to facilitate the delivery of excellent customer service processes throughout the organization, ensuring everyone meets standards and maintaining customer satisfaction.

Responsibilities

• Perform Quality Control Inspections, direct and manage all activities relating to the delivery of effective customer service
• Liaise with other department heads across the organization
• Implement and maintain effective methods for gathering customer satisfaction data
• Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals;
• Develop plans and targets for the customer service team
• Provide leadership and oversight of management for service operations;
• Delegate tasks to team leaders to ensure the smooth running of the department
• Analyze and interpret data relating to customer service effectiveness
• Manage and maintain long-lasting relationships with customers and clients
• Control expenses and monitor budgets for the department
• Support other departments with customer-service-related issues
• Organize training and facilitate the development of the customer service team
• Assist with recruitment and appraisals of new and existing team members
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment
• Communicate and project the “we care” attitude to all customers and employees through all forms of communication (writing, verbal, appearance)
• Also performs other duties as are he deems necessary in the execution of his duties or duties as delegated by the Directors or the Employer.

Requirements / Skills

• B.Sc / M.Sc in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field.
• 7 years proven experience working as a Customer Support Manager within a fast-paced and competitive environment (ISP/TELCO industry experience most preferred).
• Must have vast experience in customer service research and analytical techniques.
• Ability to think creatively, strategically, multi-task and work comfortably under pressure
• Exceptional communication, presentational and organizational skills is required
• Must possess outstanding leadership skills
• Must have technological acumen and demonstrate proficiency in MS Office Suite, MIS/CRM tools.

Application Closing Date
10th November, 2023.