Head, Customer Service Operations Job at Virtual Switch International

At Virtual Switch International, we are at the forefront of powering the future. With a legacy spanning 7 years, we have established ourselves as a leading force in the power industry. Our commitment to innovation, sustainability, and reliability has driven us to excel in providing cutting-edge solutions to meet the world's growing energy needs.

We are recruiting to fill the position below:

Job Position: Head, Customer Service Operations

Job Location: Abuja (FCT)

Description

• As the Head of Customer Service Operations you will oversee and lead the company’s customer service department, ensuring the delivery of exceptional support experiences to customers across all touchpoints.
• This role is responsible for driving customer satisfaction, streamlining service processes, managing the service team, and ensuring alignment with the company’s strategic goals.

Key Responsibilities

• Lead and manage the daily operations of the customer service department, ensuring consistent and high-quality service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Set performance targets for speed, efficiency, customer satisfaction, and quality, and monitor them through KPIs and dashboards.
• Coordinate with other departments (sales, marketing, IT, product development) to ensure a seamless customer journey.
• Develop strategies for continuous improvement of the customer service function, including automation and digital support tools (e.g. chatbots, CRM, etc.).
• Oversee the recruitment, training, and performance evaluation of customer service staff.
• Implement customer feedback mechanisms and ensure issues are escalated and resolved efficiently.
• Identify trends in customer inquiries, complaints, and behavior to inform business improvements.
• Manage customer service budgets, forecasts, and resource planning.
• Champion a customer-centric culture across the organization.

Educational Qualifications and Experience

• Bachelor’s Degree in Business Administration, Communications, Management, or a related field.
• Minimum of 6 –10 years of progressive experience in customer service or operations, with at least 3 years in a leadership or managerial role.
• Experience in fintech & e-commerce is preferred.
• A Master’s Degree (MBA or equivalent) is an added advantage.
• Demonstrated success in managing large customer service teams and implementing service improvement initiatives.

Key Skills and Competencies:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking with the ability to execute operational plans.
• Analytical mindset with proficiency in interpreting customer data and KPIs.
• High level of emotional intelligence and conflict resolution skills.
• Experience with CRM tools, ticketing systems, and digital communication channels.
• Ability to work in a fast-paced, target-driven environment.

Work Environment and Culture:

• Fast-growing and innovation-driven organization.
• Collaborative and performance-oriented team culture.
• Customer-obsessed, data-driven decision-making environment.

Method of Application
Interested and qualified candidates should send their CV to: humancapital@virtualswitch.org using the Job Position as the subject of the email.