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.