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  • Posted: Apr 4, 2023
    Deadline: May 31, 2023
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    Alister Greene Consulting is a professional consulting firm with expertise in providing a People-Process Management solution to Small and Medium Scale Enterprises. Our People-Process solutions cover the very needs of start-ups and growing organizations.
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    Lead, Customer Care

    Duties & Responsibility:

    • Supervise a team of customer care officers to ensure excellent customer service is provided to digital banking clients.
    • Provide support and guidance to team members in resolving complex issues and handling customer complaints.
    • Develop and implement customer care policies, procedures, and standards to improve customer satisfaction and retention.
    • Monitor customer feedback and analyze data to identify trends, issues, and opportunities for improvement.
    • Collaborate with other departments, such as IT, marketing, or sales, to ensure seamless customer experience across all channels and touchpoints.
    • Lead training and development programs for customer care officers to enhance their skills and knowledge.
    • Manage customer care budgets, resources, and staffing levels to ensure operational efficiency and effectiveness.
    • Provide regular reports and updates to senior management on customer care performance, metrics, and initiatives.

    Qualification & Experience 

    • Minimum academic qualification of BSc. or HND in English Language, Mass Communication or any other related field
    • A minimum of  4 years of experience as a Lead, Customer Care in a Fintech organization, general operations or project management role
    • Ability to manage a team and ensure that subordinates provide customers with appropriate information and services
    • Ability to initiate steps to resolve issues/problems affecting customer service timeously.
    • Comfortable in a fast-paced, demanding and analytical fintech environment
    • Proven track record in sales, customer acquisition/retention, with a demonstrated ability to increase network expansion/volumes.
    • Creative communicator with an ability to work across multiple communications channels with experience of influencing others to drive results
    • Advanced skills in MS office tools (e.g. Excel, Word ad Powerpoint).
    • Good knowledge of the CRM Software

    Method of Application

    Interested and qualified candidates should forward their CV to: greenecareers@gmail.com using the position as subject of email.

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