Alan & Grant – Our work is focused on creating innovative HR and Organizational Development Solutions aimed at Performance Improvement & Business Growth. We currently serve clients across various sectors of the Economy from locations in Jos, Port Harcourt and Lagos.

Job Title: Head, Customer Service

Location: Lagos

Employment Type: Full Time

Job Summary

  • This job role is responsible for driving the unit in delivering the business’s consumer service value propositions and also ensure a culture of excellent customer service experience.

Job Responsibilities

  • Formulate and implement the customer service department’s vision, goals, objectives and strategy, and provide leadership to the entire unit
  • Establish performance metrics for customer service team members and constantly evaluate and monitor their performance
  • Develop and implement quality assurance programs for new hires and employees within the Service Centre.
  • Proffer updates and expansions to technology and equipment that can improve customer and experience and retention
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Collaborate with sales and marketing team to maximize revenue and customer loyalty.
  • Ensure the continuous improvement of customer experience
  • Develop and implements methods to record, assess and analyze customer feedback
  • Analyze recorded customer interactions and conduct consumer surveys to measure the effectiveness of customer service initiatives
  • Conduct financial analysis for the department in order to improve customer service initiatives.
  • Present reports and strategic recommendations from various customer service research and analyses

Job Qualifications

  • A Masters’ degree in business administration or any related field
  • At least 10 years of working experience in Customer Services within the financial services sector.
  • Proven and successful experience mapping consumer journeys and creating customer service strategies, driving positive change and influencing enhanced performance in a customer service capacity.

Job Requirements
Required Competencies:

  • Excellent business communication skills
  • Excellent problem solving, leadership and management skills
  • Experience in account management and support
  • Proficient use of MS Office & applicable CRM technologies
  • Proven ability to work under minimal supervision, and demonstrate calmness and composure under stress and uncertainty.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service