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HEAD OF CUSTOMER SERVICE-VACANCY AT PROTEN INTERNATIONAL LIMITED

HEAD OF CUSTOMER SERVICE

by Emmanuel Urua
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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

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