## Title: Technical and Implementation Manager

Springrock Group is seeking a Technical and Implementation Manager to lead and oversee customer service operations in Lagos, Nigeria.

Develop and implement effective customer service procedures, policies, and standards
Lead, motivate, and manage the Service Support Center team to achieve customer satisfaction and business goals
Supervise daily service delivery operations and ensure timely resolution of customer issues
Maintain accurate documentation, service records, and customer interactions
Hire, train, coach, and mentor customer service agents
Monitor service performance metrics and client satisfaction, and prepare detailed reports
Upsell products and services to ensure repeat business and revenue growth
Liaise with internal departments and third-party service providers to resolve client issues
Set up, manage, and continuously improve the service desk for productivity and efficiency
Ensure compliance with industry regulations, company policies, and QHSE standards
Stay updated on industry trends, innovations, and best practices

Minimum of 16 years post-graduation experience in process-oriented organizations
At least 10 years' experience in a Customer Service/Support Center environment
Minimum of 4 years at a managerial level in customer experience or service delivery

Strong understanding of service delivery, customer experience, sales, and negotiation techniques
Proven leadership and people management experience
Sales-oriented mindset with passion for service excellence
Proficiency in Microsoft Office and customer service software
Hands-on experience with CRM and ERP systems (knowledge of Zoho is an advantage)
Excellent written and verbal communication skills
Strong organizational, multitasking, and analytical skills

Technical and Implementation Manager

Job description