Technical and Implementation Manager

About This Role

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

Key Responsibilities

• 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

Required Experience

• 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

Required Skills and Competencies

• 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