Lead, Customer Service at Alister Greene Consulting

Job Summary

• The Lead Customer Care Officer is responsible for overseeing the customer care team in our organization.
• This position requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of digital banking products and services.

Duties & Responsibilities

• 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.