Customer Service Team Lead at MOJEC/CLOU Meters Company

Job Purpose 

• To ensure thorough and consistent running of the customer support function especially within the aspect of adherence to SOPS and SLAs, together with related supervisory function in ensuring every Customer request is guaranteed a complete resolution to generate positive customer experiences.

Responsibilities

• Write related Standard Operating Procedures related areas within our Customer Support Team. 
• Develop actionable Service Level Agreements, in ensuring a smooth running of CS activities related to internal or external stakeholders. 
• Supervise and review the execution of SOPs and SLAs, and provide scaleable way forward on gaps. 
• Monitor performance and lead the team to achieve key performance goals and provide excellent service to customers. 
• Evaluate customer feedback and identify ways to maximise customer satisfaction. 
• Assess details of team members' responses to customers and ensure thorough adherence to approved internal standards. 
• Manage escalation to contact partners (via email, telephone, and zoom) and the appropriate internal channels for quick crisis resolution 
• Document all pending issues and provide feedback regularly to stakeholders and customer support lead until resolution. 
• Assist team members in improving performance with specific recommendations and constant support. 
• Provide weekly activity reports to the customer support Leads on the performance of all support team members. 
• Develop & facilitate customer training on energy use, payment systems, and issue troubleshooting, as well as enlighten and educate customers on new products / bundle packages and customer initiatives within Mojec International Ltd. 
• Provide post-installation customer service to our customers through remote monitoring & customer engagement site visits. 
• Perform any other duties as assigned by your manager.er tasks as assigned by the Customer Support Leadership.

Requirements

• 3 - 5 years minimum experience in customer support, preferably in a power or renewable energy sector in marketing, communications, business management, or a related field 
• At least one year of experience leading a customer support team. 
• Excellent problem-solving capabilities to walk through developing CS problems and provide scaleable solutions. 
• Fluency in English, both in written and oral communications. 
• An added advantage would be fluency in Hausa, Yoruba, or other Nigerian languages.