Offre fiable

Head of Customer Service

AA Rescue

Lagos, Nigeria CDI

Publiée il y a 2 mois · Expire dans 4 semaines

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Description du poste

A top employer is now accepting applications for this role. Position Overview:
  • Direct and manage all customer service activities.
  • Oversee daily operations of the customer service department.
  • Handle complex and escalated customer issues.
  • Set performance targets and monitor service delivery outcomes.
  • Develop and implement customer service policies and procedures.
  • Analyze customer feedback and service data to identify improvement areas.
  • Manage budgets, resource planning, and staffing levels.
  • Monitor and report performance metrics (e.g., CSAT, response times).
  • Recruit, train, mentor, and evaluate customer service managers and representatives.
  • Liaise with other departments to support customer-related processes.
  • Ensure consistent, high-quality customer service delivery.
  • Maintain strong relationships with key customers or stakeholders.
  • Establish service level agreements (SLAs) and standards.
  • Oversee implementation of service improvement initiatives.
  • Ensure compliance with regulatory and internal policies.
  • Prepare regular reports for senior leadership.
Skills: & Abilities
  • Strong leadership and team management.
  • Excellent communication and interpersonal skills.
  • Analytical thinking and decision making.
  • Problem-solving under pressure.
  • Ability to drive performance through data and metrics.
Typical Requirements
  • Bachelor’s degree, Master's degree (Business, Management, or related field preferred).
  • Several years of experience in customer service leadership.
  • Experience with KPI tracking and service improvement.

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