Customer Service Lead Job in Abuja
A reputable company is recruiting suitably qualified candidates to fill the position below:
Job Position: Customer Service Lead
Job Location: Maitama, Abuja (FCT)
Employment Type: Full-time
Job Details
- As a customer service lead, you will play a crucial role in ensuring our customers receive outstanding support and assistance.
- If you have a strong background in customer service, exceptional leadership skills, and a passion for the telecommunications industry,.
Responsibilities
- Lead a team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer service delivery.
- Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and improve overall service quality.
- Handle escalated customer inquiries and complaints promptly and effectively, ensuring swift resolution and customer satisfaction.
- Collaborate with other departments, such as sales, technical support, and operations, to streamline processes and improve customer experience.
- Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing necessary actions.
- Conduct regular training sessions for customer service representatives to enhance their product knowledge, communication skills, and problem-solving abilities.
- Stay updated with industry trends, emerging technologies, and best practices in customer service to drive continuous improvement and innovation.
- Foster a positive and collaborative work environment, promoting teamwork, open communication, and employee engagement.
Requirements
- Bachelor's Degree in Business Administration, Telecommunications, or a related field (preferred).
- Proven experience in a customer service leadership role within the telecommunications or related industry.
- Proficiency in using customer service software and CRM systems.
- Strong analytical skills to track and analyze customer service metrics.
- Ability to adapt to a fast-paced and evolving environment.
- Strong leadership and managerial skills, with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders.
- Exceptional problem-solving and conflict resolution abilities.
- In-depth knowledge of telecommunications products, services, and industry trends.
- Customer-centric mindset with a passion for delivering outstanding service.
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