Head, Customer Service at ToLet.com.ng

 Employment Nigeria 30-Nov-2016 LAGOS , Customer Service   Administrative  

ToLet.com.ng - We provide a comprehensive property rentals platform that helps Lagosians navigate the stressful, frustrating and unstructured Lagos property rental market.

POSITION : Head of Customer Service

Job Description

  • In order to push our continued level of success, we require talented and resourceful individuals to head our dynamic Customer Service team; the successful candidate will be responsible for ensuring product and services meet the established standards of quality including reliability and performance.

Responsibilities

  • Develop and update customer service policies and procedures.
  • Manage and lead a team of customer services staff .
  • Ensure required rate of conversion of lead within all conversion funnel.
  • Ensure month on month growth on all conversion funnel.
  • Develop, integrate and enforce departmental policy.
  • Ensure accomplishment of target across units
  • Monitor relevant periodic targets per role.
  • Making sure accurate records are kept of communications with customers.
  • Give feedback on results.
  • Organise regular trainings based on data collected.
  • Handle complaints on major issues.
  • Ensure customers’ needs and expectations are satisfied.
  • Analysing key management information to see how well customers are being served.
  • Assist in recruitment, trainings and appraisals of staff.
  • Keeping up to date with developments in customer service.

Qualifications and Experience

  • Minimum of Bachelor's Degree.
  • Experience with implementation of corrective action programs.
  • Customer service experience.
  • Strong computer skills including Microsoft Office and databases.
  • Knowledge of relevant regulatory requirements.

Key Competencies:

  • Attention to details.
  • Communication skills - verbal and written.
  • Data collection, management and analysis.
  • Problem analysis and problem solving.
  • Planning and organizing.
  • Judgment and decision-making.
  • Customer service orientation.
  • Teamwork.


Sorry the application deadline for this job has elapsed



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