Head, Customer Service at Universal Human Resource Consult

Job Overview and Duties
The Head, Customer Service amongst other duties, will be able to:

• Lead and manage a team of customer service representatives to ensure high-quality customer service.
• Develop and implement customer service policies and procedures to improve customer satisfaction.
• Monitor customer service metrics and identify areas for improvement.
• Address customer complaints and escalations in a timely and professional manner.
• Communicate with cross-functional teams to resolve customer issues and improve overall customer experience.
• Train and develop customer service team members to improve performance and skills.
• Continuously stay informed on industry trends and customer service best practices.

Requirements
The successful Individual will also have:

• B.Sc / HND.
• 3+ years of experience in customer service management.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Familiarity with CRM systems and practice.
• Excellent presentation skills.
• Strong problem-solving and decision-making skills.
• Experience with customer service metrics and reporting.
• Ability to handle high-pressure situations and customer escalations.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Ability to multi-task, prioritize, and manage time effectively.