Customer Experience Team Lead Job at Nicole Sinclair
Nicole Sinclair Consulting - Our client is recruiting to fill the position below:
Job Position: Customer Experience Team Lead
Job Location: Victoria Island, Lagos
Employment Type: Full-time
Job Description
- Our client is in need of a Customer Experience Team Lead who is going to be responsible for overseeing the day-to-day operations of their company’s customer support department.
- Who would commonly manage a team of customer service representatives and may also be involved in hiring, training, scheduling, and performance management, and must ensure that all customer requests are handled in a timely manner while maintaining high standards of quality and accuracy.
- Also serve as a liaison between customers and other departments within their organization to resolve issues or concerns that cannot be addressed by customer service representatives alone.
- Must be able to achieve a 24-hour resolution time for escalated tickets and a maximum 48hours resolution time for all tickets Timely reports including comments and corrective plans against any missed team targets.
Responsibilities
- Ability to organize, allocate and delegate tasks to the team as and when necessary
- Must be able to clearly communicate CED goals to the team
- Ability to treat escalated tickets until the resolution
- To ensure that CEAs are provided with the necessary work tools
- Ensure that all CEAs’ reports are accurate and up to date
- To collate and send a weekly report of the team’s performance
- To ensure proper training of all agents where and when necessary
- Able to collate, analyze and give insights into customer feedback
- To monitor CEAs’ performance and make changes where necessary
- Ability to represent and advocate for the team’s needs
- Must be able to allocate and manage team’s resources
- To motivate the team and assist them in accomplishing their goals.
- To share insights into the Retail team’s performance using deductions from customer interactions and suggest solutions where necessary
- Ability to identify customer journey process gaps and offer suitable solutions
- Ability to make continuous improvements to the workflow to serve the customer better
- Must be able to improve team engagement
Competency / Skill / Requirements
- Bachelor's Degree or its equivalent from an accredited university, in any relevant field of study (Arts, humanities and social sciences is an added advantage)
- Certificate of completion of the compulsory one-year National Youths Service Corps Knowledge and Skills
- Outstanding Customer service skills
- Ability to work independently and within a team with little or no supervision
- Must possess active listening skills
- Effective problem-solving and flexibility
- 2-3 Years Experience in Customer service
- Must possess clear and concise communication skills
- Must possess a strong active listening capacity
- Good organizational skills that will help with the management of workloads and prioritizing
- Empathy and emotional intelligence
- Must have Knowledge of Microsoft Excel, Google, and all related tools
- Ability to lead a team as well as manage people (internal and external)
- Must possess a high level of integrity
- Must be able to meet the set target
- Ability to think fast and resolve issues
- Must have relevant experience in managing a team.
Method of Application
Interested and qualified candidates should send their CV to: recruitment@nicolesinclair.com using the Job position as the subject of the email.
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