Teamlead Customer Service at MetroHealth HMO Limited

We are seeking a dynamic and motivated individual to join our team as a Team Lead - Customer Services. In this role, you will be responsible for leading and managing a team of customer service officers, ensuring the highest level of customer satisfaction is achieved. You will play a crucial role in maintaining strong relationships with our customers and providing excellent support throughout their buying journey.

Responsibilities:

• Lead, motivate, and mentor a team of customer service representatives to deliver exceptional service to our customers.
• Set clear performance goals, provide regular feedback, and conduct performance evaluations.
• Monitor team performance metrics and implement strategies to improve customer satisfaction and service quality.
• Handle escalated customer inquiries or complaints, providing effective solutions and ensuring timely resolution.
• Develop and implement customer service policies, procedures, and standards to enhance overall customer experience.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to streamline processes and optimize customer support.
• Stay updated on industry trends and best practices to identify opportunities for continuous improvement.
• Prepare reports and provide management with insights and recommendations to enhance customer service operations.

Requirements:

• B.Sc/HND in any related discipline
• Minimum 3 years’ experience in customer centric roles preferably in the E-commerce industry
• Good experience in customer data collection and analyze to develop improvement plans that addresses customer needs
• Advanced skills in office tools (Excel and Google Suites) 
• Ability to work with minimal supervision

Remuneration:

• Monthly net salary =N=130,000 to =N=150,000 depending on experience level
• Annual salary reviews
• Payment of annual performance incentive in cash
• Medical cover