Full Job Description

URGENT RECRUITMENT!!!!!

Position: Customer Support Manager

Location: Lagos

Job Type: Hybrid

Our client, a top lending company that provides zero collateral loans to small businesses in Africa is looking to hire a motivated and experienced Customer Support Manager to be accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department.

JOB SUMMARY:

The successful candidate will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. A customer support manager will lead the customer service department and will be up-to-date on industry products and trends, and train team members accordingly. A successful candidate will also oversee the cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

JOB RESPONSIBILITY

- Supervising the daily operations of the customer service department and enforcing the adoption of the department’s vision, goal and objective as well as ensuring the team add significant value to the business by meeting the customer satisfaction target.

- Constant mentorship and training of team members coupled with the sharpening of their skills to achieve high quality output.

- Formulating and revising customer support policies and promote their implementation while driving necessary changes in the improvement of operating and organizational efficiency of the team

- Interacting and maintaining good relationship with customers and also handling customers queries and complaints in a timely manner.

- Conducting periodic financial analysis and surveys and making reports to the Head of Commercial.

JOB REQUIREMENT

- 6+ years of working experience in customer support, preferably working as a customer

Support Manager for a business within a fast-paced and competitive environment. The

candidate will also have vast experience in customer service research and analytical

techniques.

- Experience in managing a high-quality customer service team

- Proven and successful experience driving positive change and influencing enhanced

performance in a customer support department.

- Experience mapping customer journeys and creating customer support strategies.

- A deep understanding of the importance of aligning departmental targets with the

business KPIs.

- Exceptional communication skills in order to effectively communicate with consumers

and convey accurate and high-quality feedback to the business that will facilitate the

formulation of effective approaches and strategies

- Excellent communication skills that will aid in the creation of engaging reports and

presentations for senior customer support management.

- Capable of tailoring messages for different audiences, bringing out complex concepts in

a simple, unambiguous, understandable, and convincing manner.

- Technological acumen-to maintain regular and effective contact with their consumers

and to track team analytics and performance

- Able to demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation. The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.

- Able to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively under pressure and deliver results.

- Able to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.

- Outstanding leadership skills- an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions.

SHOULD HAVE

- Analytical and a high attention to detail.

- An understanding of trends and an ability to respond to consumer needs.

- Creativity and an ability to produce innovative and original ideas.

- The ability to manage and allocate budgets.

- Excellent written and verbal communication skills.

- Experience with and an understanding of market research.

- Bold, ready to become a change agent.

- Creative, forward thinker.

- Time Management Skills.

Job Type: Full-time

Ability to commute/relocate:

- Lagos: Reliably commute or planning to relocate before starting work (Required)

Experience:

- Management: 6 years (Required)
https://forbesng.com/job/customer-service-manager-csm/