Unit Head - Customer Service at Kaduna State Government

Job Brief

• Responsible for the promotion of excellent customer experience throughout the organization. They are responsible monitoring and quality improvement of all touch points in the Agency.

Responsibilities

• Take ownership of customer issues and follow problems through to resolution.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Marketing and citizens engagement.
• Resolve complaints from residents.
• Maintain an orderly workflow according to priorities.

Job Requirements

• Bachelor’s Degree or equivalent in any Social Science related discipline.
• Minimum of 10 years’ experience in a similar role, or 7 years’ experience in a similar role in addition to a master’s degree in any social science related discipline.
• Working knowledge of relevant customer service software, databases and tools.
• Strong client-facing communication skills.
• Advanced multi-tasking and team management skills.
• A service delivery orientation.
• Familiar with the use of CRM.

Remuneration
Remuneration is subject to prevailing compensation for Kaduna State Civil Servants for Grade Levels 12-14 depending on the successful candidates’ qualifications and years of experience.