Team Lead, Customer Service & Experience – Ikeja, Mainland
Job Description
Core Responsibility:
- Customer Advocacy: Serve as a champion for the customer within the organization, advocating for their needs and priorities in decision-making processes. Foster a customer-centric culture that prioritizes customer satisfaction and loyalty.
- Customer Service Software Management: Manage and optimize the use of customer service software, such as CRM (Customer Relationship Management) systems, ticketing systems (like Zendesk or Freshdesk), and live chat platforms (such as Intercom or LiveChat). Ensure that these systems are configured to meet the team’s needs and facilitate efficient customer interactions.
- Workflow Automation: Implement workflow automation tools and processes to streamline repetitive tasks and improve productivity. Utilize features like automated ticket routing, canned responses, and workflow triggers to optimize response times and resolution rates.
- Knowledge Base Maintenance: Oversee the creation and maintenance of a comprehensive knowledge base that contains troubleshooting guides, FAQs, and self-service resources. Ensure that the knowledge base is regularly updated with accurate and relevant information to empower both customers and team members.
- Data Analysis and Reporting: Analyze customer service data to identify trends, patterns, and areas for improvement. Utilize reporting tools within customer service software to generate reports on key metrics such as response times, resolution rates, and customer satisfaction scores. Use data-driven insights to inform strategic decisions and optimize service delivery processes.
- Quality Assurance and Training: Develop and implement quality assurance processes to monitor and evaluate the quality of customer interactions. Conduct regular quality audits, provide feedback to team members, and offer training and coaching to improve performance. Ensure that team members have the technical skills and knowledge required to deliver exceptional customer service.
- Omni-channel Support Management: Manage customer interactions across multiple channels, including phone, email, live chat, social media, and online forums. Ensure consistency in service delivery and response times across all channels, and implement strategies to optimize the customer experience on each platform.
- Escalation Management: Develop escalation procedures to handle complex or unresolved customer issues effectively. Establish clear guidelines for escalating issues to higher levels of support or specialized teams, and ensure that escalation paths are communicated to team members.
- Integration with Other Systems: Coordinate with IT and other departments to integrate customer service systems with other internal systems and databases. Ensure seamless data exchange between customer service software and systems such as CRM, billing, and inventory management to provide a holistic view of customer interactions.
- Security and Compliance: Ensure that customer service systems and processes comply with security standards and regulatory requirements. Implement measures to protect customer data and sensitive information, such as encryption, access controls, and data anonymization.
- Continuous Improvement: Drive a culture of continuous improvement within the customer service team by encouraging feedback, implementing process improvements, and staying abreast of industry best practices and emerging technologies. Regularly evaluate and update technical functions to adapt to changing customer needs and business requirements.
Kindly apply using the email below; [email protected]
