Service Desk Supervisor (Customer Service) at Paykobo

Location: Ikeja, Lagos
Industry: Customer Service

Job Description

• The role handler will primarily be responsible for ensuring that the quality of service rendered by the Service Desk Department is of standard by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance

Core Responsibilities
Your Core Responsibilities will include to:
Effective Leadership:

• Serve as a leader for the Service Desk Unit to drive overall positive customer service experience
• Plan and set goals for the Service Desk Unit to ensure standards are kept and met always

Customer Service:

• Understand the technical requirements of our customer and work closely with the service desk alongside engineering teams to guide the direction of our product offerings.
• Execute strategic and loyalty programs for our customers
• Develop long-term strategic partnerships in support of our customers in key markets
• Build sustainable relationships of trust with customers through open and interactive communications.
• Perform deep dive analysis on customer contact to gather lessons learned, and then use that information to create or improve policies, procedures, and best practice reference materials.
• Develop an internal database comprising of product knowledge documentations, policies, processes and other relevant documentation.

Requirements
Qualifications:

• Degree in any Engineering or Computer related course is an advantage
• Minimum of 3 years working experience in customer service or account management
• Experience taking ownership and driving resolution on customer issues
• Proficiency in Microsoft Office Packages with an emphasis on Excel
• Demonstrated experience/interest in providing technical support
• Experience in similar industry is an added advantage

To Succeed in this Role, You need:

• Excellent oral and written communication skills
• Strong customer handling, conflict resolution and problem solving skills; focus on quality in customer experience
• Demonstrated interest in Technologies, the Internet and Applications
• Ability to exercise initiative and sound judgment and to react with discretion under varying conditions  
• ​Ability to work weekends
• Excellent attention to detail
• Must be able to work with little or no supervision
• Time management skill

Benefits

• Performance-related bonus
• Commitment to your career growth through first-in-class training, resources and assistance for relevant certifications
• Clear career path
• Lunch