Key Responsibilities
Develop and implement customer service strategies and standards.
Lead, manage, and develop the customer service team.
Establish customer service KPIs and monitor performance.
Analyze customer feedback, complaints, and satisfaction trends.
Develop strategies to improve customer satisfaction and retention.
Handle complex and high-level customer complaints.
Establish and maintain customer service policies and procedures.
Monitor service response and resolution times.
Work with other departments to resolve recurring customer issues.
Prepare and present customer service performance reports to management.
Identify opportunities to improve customer experience and operational efficiency.
Develop training programs for customer service employees.
Monitor staffing requirements and recommend resource adjustments.
Ensure the team consistently represents the company''s brand and values.
Competencies
Strong leadership and people management.
Strategic thinking and planning.
Exceptional customer relationship management.
Excellent communication and presentation skills.
Problem-solving and decision-making.
Conflict management.
Data analysis and performance management.
Coaching and staff development.
Business and commercial awareness.
Emotional intelligence.
Change management.
Strong organizational and time-management skills.
Requirements
Bachelor''s degree or HND in Business Administration, Marketing, Mass Communication, Hospitality Management, or a related field.
Minimum of
5–7 years'' relevant customer service experience
, with at least
2–3 years in a managerial or senior supervisory position
.
Proven experience leading a customer service team.
Strong knowledge of customer experience and service management practices.
Experience with CRM systems and customer service analytics.
Proficiency in Microsoft Office applications.
Strong reporting and presentation skills.
Demonstrated ability to improve customer satisfaction and service performance.