Head of Customer Support Officer Job at LEAM Consulting Limited

LEAM Consulting Limited is the foremost consulting firm which stands out in areas of professional certification training, HR advisory services, Business Development/Startup and IT consulting services in Nigeria.

We are recruiting to fill the position below:

Job Position: Head of Customer Support Officer

Job Location: Ibadan, Oyo
Employment Type: Full-time

Job Description

• The Head, Customer Support will be responsible for generally organizing, planning, and monitoring the company’s customer service department to ensure optimized interaction between the company and its clients.
• This entails developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.

Roles and Responsibilities

• Developing an understanding of the functionalities of the various product lines to help customers troubleshoot easily
• Managing the processing of incoming requests, inquiries, and issues to the Customer Service Representatives to ensure courteous, timely, and effective completion and resolution of issues.
• Developing and implementing procedures and processes that lead to a highly effective, consistent, and efficient Customer Service organization.
• Interface and collaborate with other departments to resolve customer inquiries and achieve customer satisfaction
• Working with Senior Management on other tasks as may be required occasionally
• Develop and implement operational strategies, policies, and procedures to ensure efficient and effective call centre operations.
• Collaborate with other departments, including sales, marketing, and finance, to ensure the smooth operation of the company's products.
• Preparing and submitting monthly and quarterly performance reports based on established KPI.

Requirements

• HND / B.Sc
• 3-4 years of customer service experience in consumer-focused e-commerce platform, Logistics, FinTech. and Supply Chain.
• Minimum of 2 years of demonstrated experience managing a team.
• Professional Certification in Customer service and customer relationship is added advantage.
• Detail-oriented, demonstrate strong written and verbal communication skills.
•  Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.
• Ability to work in a dynamic environment and be result and deadline driven.
• Experience with e-commerce management tools, systems, customer service software and best practices.
• Thorough understanding of entire e-commerce processes from conversion to fulfillment to customer service.
• Strategic mindset with the ability to tackle complex and ambiguous problems including negotiation and conflict resolution skills.

Method of Application
Interested and qualified candidates should send their CV to: jobs@leamconsulting.com using the Job Position as the subject of the mail.