Customer Service Lead at iRecharge Tech-Innovations

Job Summary

• The role oversees customer service operations, complaint resolution, service quality, team performance, and continuous process improvement while driving customer satisfaction, operational efficiency, and compliance with CBN consumer protection guidelines and internal policies.

Responsibilities:

• Lead the day-to-day customer support operations across phone, email, live chat, social media, and other digital channels, ensuring timely resolution of customer enquiries and complaints within agreed service levels.
• Develop and implement customer service standards, processes, and quality assurance frameworks to enhance customer experience and service delivery.
• Manage escalated customer complaints, identify root causes, and implement corrective actions to improve customer satisfaction and retention.
• Supervise, coach, and develop Customer Support Executives, monitoring performance against KPIs and fostering a customer-centric, high-performance culture.
• Monitor customer feedback, service trends, and operational metrics, providing management with actionable insights and recommendations for continuous improvement.
• Collaborate with Product, Technology, and Operations teams to resolve recurring customer issues, support product launches, and improve the customer journey.
• Ensure compliance with CBN consumer protection guidelines, AML/KYC requirements, and internal policies while maintaining accurate customer records and complaint documentation.
• Drive customer service innovation by supporting automation initiatives, optimizing support processes, and promoting best practices in digital banking service delivery.

Requirements:

• Bachelor's degree in Business Administration, Mass Communication, Marketing, or a related field. Professional certifications in Customer Service, Customer Experience, or Project Management are an added advantage.
• Minimum of 3–5 years of experience in customer service or customer experience within banking, fintech, financial services, telecommunications, or a similar service-driven industry, with at least 1–2 years in a supervisory role.
• Proven experience managing customer support operations, complaint resolution, service quality, and customer relationship management.
• Good understanding of digital banking products, CRM platforms, ticketing systems, and CBN consumer protection guidelines.
• Demonstrated ability to improve customer satisfaction, service delivery, and operational efficiency through data-driven insights and process improvements.
• Strong leadership, coaching, conflict resolution, communication, and stakeholder management skills.
• High level of professionalism, empathy, integrity, and the ability to lead customer service excellence in a fast-paced digital banking environment.