Teamlead Customer Service at Renmoney – Ikoyi, Lagos

Customer service
Nigeria
August 9, 2024
Full Time
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Job Description

We are seeking an experienced and motivated Customer Service Team Lead to join our team. The ideal candidate will have a passion for customer service excellence, strong leadership skills, and the ability to drive a team towards achieving operational and customer satisfaction goals. The Customer Service Team Lead will supervise a team of customer service representatives, ensure high service standards, and support the continuous improvement of our customer service processes.

Key Responsibilities

Team Leadership and Supervision

  • Lead, mentor, and supervise a team of customer service representatives to deliver exceptional service.
  • Conduct regular team meetings to communicate updates, address concerns, and motivate the team.
  • Set performance goals and provide feedback through regular performance reviews and coaching sessions.

Customer Support and Issue Resolution

  • Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
  • Monitor customer interactions and guide to ensure consistent and high-quality service.
  • Develop and implement strategies to improve customer satisfaction and reduce response times.

Operational Management

  • Oversee daily operations of the customer service team, including scheduling, workload distribution, and resource allocation.
  • Monitor and report on key performance metrics, identifying trends and areas for improvement.
  • Collaborate with other departments to resolve issues and improve service processes.

Training and Development

  • Identify training needs and organize training sessions to enhance the team’s skills and knowledge.
  • Develop and maintain training materials and standard operating procedures.
  • Foster a culture of continuous learning and professional development within the team.

Process Improvement

  • Identify and implement process improvements to streamline operations and enhance customer experiences.
  • Gather and analyze customer feedback to identify trends and areas for service enhancement.
  • Lead projects aimed at improving customer service efficiency and effectiveness.

Reporting and Analysis

  • Prepare and present regular reports on team performance, customer satisfaction, and service metrics.
  • Use data analytics to inform decision-making and strategy development.

Technology and Tools

  • Ensure the team is proficient in using customer service tools and technology.
  • Collaborate with IT to resolve technical issues and improve system functionality.

Requirements

  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory position.
  • Strong knowledge of customer service principles and practices.
  • Proficiency in CRM software and customer support tools (e.g., Freshdesk, Salesforce, Zendesk).
  • Excellent communication, interpersonal, and leadership skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Analytical mindset with the ability to interpret data and generate insights.

Preferred Skills

  • Experience in process improvement and project management.
  • Familiarity with performance metrics and reporting.
  • Knowledge of industry-specific regulations and compliance requirements.
  • Certification in customer service management (e.g., CCSM) or related areas.

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