We are seeking to hire a 'hands-on' Customer Support Lead to join its team based in Lagos, Nigeria.
Your main duties include coordinating the Customer Support team, developing measures to maintain excellent customer service, being responsible for the smooth running of the department, and ensuring that there is an increase in customer satisfaction.
Ideal candidates will be extremely flexible with scheduling, working weekends and occasionally on holidays.
Plan and coordinate the activities of the customer support unit
Create better modes of operations to make customer support easier for both team members and customers
Provide feedback on customer activities for policy changes
Ensuring the CRM tool is used to record interactions with clients
Manage partnerships with the collections team by implementing new processes and by setting and monitoring KPIs
Working knowledge of customer support software, databases, and tools
Recruit, mentor, and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment
Proactive, with an innate drive to explore different options for reaching results, autonomously
3+ years experience providing customer service support
High attention to detail
Solid management skills: the ability to lead and partner with cross-functional teams (Operations, Credit Collections, UX/UI, etc.) to help draft and review critical communications as needed
Excellent communication skills to interact effectively with clients
Extremely analytical with expert Excel skills, SQL knowledge is a plus
Good interpersonal skills to create a cordial relationship with team members