Head, Customer Relations at People Capacity Management

Responsibilities

• To manage and innovate customer complaint management system to reduce customer complaints
• Manage & develop quality team to enhance and control call centre/ service quality standards and measurement for all customer touch points
• Review and improve CS agents- conversations (calls,emails,chat,etc.)- To measure and improve CSAT
• Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement
• Providing customer insights that form the basis for growing our product portfolio and driving process innovation
• Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration.

Requirements

• B.Sc Degree in a relevant field
• Master's Degree is an added advantage
• Relevant additional professional qualification is required
• A minimum of 5 years experience
• Prior work experience in the tech / e-commerce industry is required
• Tech savvy and data-driven to help shape a multi-channel customer experience and drive results
• Extensive experience in process improvement through automation and tech-enabled tools
• Candidates mustlive within Lekki, Lagos.