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Job Description
We are seeking a highly motivated and experienced individual to join our client’s team as the Head of Customer Service, who will play a pivotal role in ensuring exceptional customer experiences while leveraging data analytics to drive operational excellence.
Responsibilities
Leadership and Team Management:
- Lead and inspire a dynamic team of customer service professionals to provide outstanding support and resolve customer inquiries effectively.
- Foster a culture of excellence, collaboration, and continuous learning within the customer service department.
- Set performance goals, conduct regular performance reviews, and provide coaching and development opportunities to team members.
Customer Experience Enhancement:
- Develop and implement strategies to elevate the overall customer experience, ensuring prompt and empathetic handling of customer concerns.
- Monitor customer feedback and sentiment to identify areas for improvement and devise action plans accordingly.
- Drive initiatives that result in increased customer satisfaction, loyalty, and retention rates.
Data-Driven Insights:
- Utilize data analytics tools and methodologies to gather, analyze, and interpret customer service data, identifying trends, patterns, and opportunities.
- Collaborate with cross-functional teams to translate data insights into actionable strategies for process optimization and service enhancement.
- Develop and maintain relevant metrics and KPIs to measure and track the performance of the customer service department.
Process Optimization:
- Streamline customer service processes and workflows based on data-driven insights, aiming for increased efficiency and reduced response times.
- Implement best practices and innovative solutions to resolve customer inquiries, ensuring a seamless and hassle-free experience.
Continuous Improvement:
- Stay informed about industry trends, customer expectations, and emerging technologies in the ISP sector to proactively adapt and enhance our service offerings.
- Lead or participate in projects focused on improving customer service operations, including the integration of AI and automation to enhance self-service capabilities.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field. Master’s degree is a plus.
- Proven experience (8+ years) in a leadership role within a customer service or customer support environment, preferably in the ISP industry.
- Strong background in data analytics, with the ability to interpret and leverage data to drive informed decisions and strategies.
- Excellent communication, interpersonal, and leadership skills.
- Analytical mindset with a problem-solving orientation.
- Proficiency in data analytics tools (e.g., Excel, Tableau, Power BI) and customer relationship management (CRM) systems.
Location: Lagos, Nigeria.
For More Information: HEAD OF CUSTOMER SERVICE
