Customer Service Manager at Earnipay Financial Technology Limited

 Employment Nigeria 07-Dec-2023 ₦Not Available LAGOS , Banking and Finance  

Earnipay is a finance and people solutions company dedicated to helping businesses solve their Finance & People Operations Challenges.

We are recruiting to fill the position below:

 

 

Job Title: Customer Service Manager

Location: Lagos
Job Type: Full-time
Workplace Type: Hybrid

Job Role

  • Service Excellence: Establish and maintain service standards, KPIs, and SLAs to consistently deliver high-quality service and customer satisfaction.
  • Workflow Optimization: Continuously review and optimise customer service processes and workflows to enhance efficiency and effectiveness.
  • Reporting and Analysis: Utilize data and reporting tools to track and analyse customer service performance, identifying areas for improvement.
  • Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to address customer-related challenges and opportunities.
  • Documentation and Knowledge Base: Develop and maintain a comprehensive knowledge base for customers and the customer service team.
  • Team Leadership: Lead, coach, and mentor a team of customer support representatives, fostering a positive and motivated work environment.
  • Training and Development: Provide ongoing training and professional development opportunities for the customer service team to enhance their skills.
  • Customer Advocacy: Foster customer loyalty and advocacy by actively seeking feedback, testimonials, and case studies.
  • Escalation Handling: Manage and resolve escalated customer issues, demonstrating empathy and a commitment to finding solutions.
  • Feedback Gathering: Gather and relay client feedback to the product development team to help improve our offerings.

Qualifications

  • Proven experience in a customer support or service management role.
  • Proactive, self-motivated, and able to work independently.
  • Proficiency in using CRM software and customer service tools.
  • Experience in data analysis and reporting to drive performance improvements is a plus.
  • Strong communication and leadership skills.
  • Ability to empathise with and understand customer needs and concerns.
  • Results-oriented with a focus on customer satisfaction and team performance.
  • Exceptional problem-solving and conflict-resolution skills.

 

 

How to Apply
Interested and qualified candidates should:
Click here to apply



Sorry the application deadline for this job has elapsed



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