Head of Customer Service Team Job at a reputable company 2020

An upcoming organization in the Nigerian E-commerce space is currently looking for a talented person with a passion for ecommerce to join our team and embark on our exciting journey in the position below:
Job Position: Head of Customer Service Team
Job Location: Lagos, Nigeria
Type:  Full Time
Job Category: Senior Management Level
Reports to: General Manager
Role Summary

• The Head of Customer Service Team shall be responsible for driving operational performance with a view to retaining customers and enhancing repeat purchases via excellent customer services and dispute resolutions.

Role Responsibilities

• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increase in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Provide an Industry leading Customer Care Experience, delivered through the team to all customers, consumers and various other stakeholders as measured by performance metrics such as “Net Promoters Score” and “Number of complaints”.
• Manage and mentor direct reports to supervise the workload of the team, allocating team members and resources to optimize service provision and administrative support across the hours of the Customer Support operation.
• Ensure cross functional team work to encourage the identification of customer issues in order to resolve them to the complete satisfaction of the customer at the point of contact.
• Monitor the changing needs of the service, liaising with internal and external customers to identify areas of improvement, competitive advantage and make recommendations for service improvement and implementing those improvements to the satisfaction of customers.
• Ensure the team follows established procedures for each service request, adhering to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality standards, including Standard Operating Procedures (SOPs).

Professional Skills & Qualifications Required

• Bachelor's Degree and minimum of 8+ years’ experience, preferably in an ecommerce environment, technology and/or Telecommunication sector.
• Previously managed a team of up to 50
• Leadership skills with the ability to set and prioritize goals
• Analytical mind and knowledge of customer service and consumer management strategies.

How to Apply
Interested and qualified candidates should forward their updated Word doc CV to: luckgood2018@yahoo.com using the Job Title as the subject of the mail.