HEAD, CUSTOMER CARE/VIRTUAL ONBOARDING

Our client is an agricultural value-chain, innovation-driven company solving problems in Africa, for Africans. They provide products and services within different industries, across 4 continents.

Provide leadership and direction to the entire customer support department

Responsibilities

Establishing and overseeing the adoption of TOG’s vision, goals and objectives at all levels; Driving necessary changes for the improvement of operating and organizational efficiency of the customer support team.; Supporting the relevance of TOG’s customer loyalty targets in order to ensure that they are communicated and applied correctly across the sales department as a whole.; Conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes; Conduct financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department.; Create reports and strategic recommendations from various customer support research and analyses.; Manage both internal and external relationships on behalf of the customer support department.; Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment; Keep ahead of industry’s developments and apply best practices to areas of improvement; Oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement; Accountable for shaping and delivering TOG’s consumer service propositions in order to drive the overall performance of the department.; Perform other duties necessary in the execution of his/her role delegated by the MD/CEO

Requirements

Over 7 years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment.; Vast experience in customer service research and analytical techniques.; Excellent knowledge of management methods and techniques; Working knowledge of customer service software, databases and tools; Proven and successful experience mapping consumer journeys and creating customer support strategies.; Multilingual: Fluent in English and at least one other Nigerian Language.; Project management skills, ability to manage multiple projects, ability to meet deadlines, and strong attention to detail.; Proficiency in English; Ability to think strategically and to lead; Strong client-facing and excellent communication skills; Advanced troubleshooting and multi-tasking skills; Upholding a consumer-centric focus and mind-set; Possession of people management skills; Technological Savvy/Analytical Skills