Head, Customer Support Officer at LEAM Consulting Limited

Job Description

• The Head, Customer Support will be responsible for generally organizing, planning, and monitoring the company’s customer service department to ensure optimized interaction between the company and its clients.
• This entails developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.

Roles and Responsibilities

• Developing an understanding of the functionalities of the various product lines to help customers troubleshoot easily
• Managing the processing of incoming requests, inquiries, and issues to the Customer Service Representatives to ensure courteous, timely, and effective completion and resolution of issues.
• Developing and implementing procedures and processes that lead to a highly effective, consistent, and efficient Customer Service organization.
• Interface and collaborate with other departments to resolve customer inquiries and achieve customer satisfaction
• Working with Senior Management on other tasks as may be required occasionally
• Develop and implement operational strategies, policies, and procedures to ensure efficient and effective call centre operations.
• Collaborate with other departments, including sales, marketing, and finance, to ensure the smooth operation of the company's products.
• Preparing and submitting monthly and quarterly performance reports based on established KPI.

Requirements

• HND / B.Sc
• 3-4 years customer service experience in consumer-focused e-commerce platform, Logistics, FinTech. and Supply Chain.
• Minimum of 2 years demonstrated experience managing a team.
• Professional Certification in Customer service and customer relationship is added advantage.
• Experience with e-commerce management tools, systems, customer service software and best practices.
• Thorough understanding of entire e-commerce processes from conversion to fulfillment to customer service.
• Detail-oriented, demonstrate strong written and verbal communication skills.
•  Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.
• Ability to work in a dynamic environment and be result and deadline driven.
• Strategic mindset with the ability to tackle complex and ambiguous problems including negotiation and conflict resolution skills.