Customer Service Lead at HR-EX Consulting

Job Description

• Our client is urgently looking to hire a Customer service Lead.
• He/she will work with the Head of Growth to develop and implement Customer and partner support processes as well as establish clear service standards and processes that interface with all other departments.

Responsibilities

• Manage all truck partners (owners and agents) by collaborating with the logistics team to ensure the smooth collation and collection of waybills and overall operations to feed into customer satisfaction, retention, and the business.
• Develop and monitor customers' order delivery timelines within the estimated delivery time.
• Follow up on customers' complaints and provide solutions.
• Develop and implement customer and partner service policies, procedures, and standards to ensure consistency and excellence.
• Address and resolve customer complaints and issues promptly and effectively.
• Investigate and analyze root causes of complaints to implement preventive measures.
• Act as a liaison between customers, partners, and internal teams to ensure accurate and timely resolution of inquiries.
• Identify and implement strategies to upsell or cross-sell products based on customer needs.

Eligibility Criteria

• Candidates should possess a Bachelor's Degree
• Minimum of 5 years people (client, partners, and internal customers) management experience in logistics, Entrepreneurship Development, Business Incubation or Technology
• Track record of contributions/initiatives that drove revenue growth
• Strong interpersonal, stakeholder management, analytical, organization, and project management skills
• Ability to multi-task and work under pressure
• Strong negotiation, presentation, and communication skills
• Business proficiency in both English and Hausa.
• Strong entrepreneurial mindset and problem-solving capabilities with a record of finding feasible solutions to complex problems in an environment with incomplete information and tight timelines
• Willingness to work outside of normal working hours.