Customer Service Manager at Klasha

About the Job

• We're hiring a Customer Service Manager to manage customer queries and complaints at Klasha.
• You will also be asked to troubleshoot orders, modifications, and escalate complaints across a number of communication channels.
• To do well in this role you need to be a self-starter as you'll be responsible for starting and managing the customer care team.
• The ideal candidate is also responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.

Responsibilities

• Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth.
• Establish performance benchmarks and hold a team to those goals.
• Resolve customer conflicts and handle escalation procedures.
•  Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
•  Create effective customer service procedures, policies, and standards.
•  Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents (when needed).
• Manage the approved budget of the customer service department.
• Stay informed on the latest industry techniques and methods.
• Implement good customer retention strategies.
• Empathize with every aspect of the customer experience cycle by putting customers’ needs first.
• Guide and coach customers with dedicated customer success processes.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges and resolve them.
• Help drive customer references and case studies.

Qualifications

• Bachelor's Degree or equivalent experience
• 3+ years of customer service experience
• Excellent written and verbal communication skills
• Proficiency in Intercom and Zendesk
• Exceptional spoken and written grammar.

Benefits

• Competitive salary
• Cool company perks
• You'll be working with a young, growing team based in Lagos, Nigeria that is millennial-driven.
• Fast and expanding career progression
• Flexible working conditions.