- Ensure timely and professional responses to customer inquiries across channels (email, chat, social media, phone).
- Manage escalated customer complaints and provide satisfactory resolutions.
- Track common customer issues and escalate systemic problems to relevant departments.
- Maintain an up-to-date knowledge base or FAQ to support self-service.
- Analyze support trends and provide insights for product or process improvements to Tech & Growth team.
- Collaborate with Product, Tech, and Operations teams to improve the customer experience.
- Implement tools and processes to streamline workflow and improve productivity.
- Handle payment resolutions
- Generate weekly/monthly reports on customer satisfaction, response time, and ticket volume.
- Use data to drive decision-making, monitor trends, and recommend improvements.
- Supervise and support a team of Customer Support Representatives.
- Report and monitor teams' KPIs and performance metrics weekly/monthly (e.g., response time, resolution rate, CSAT) providing weekly and monthly update to the management.
- Conduct regular performance reviews, provide coaching or feedback, and anchor departmental monthly meeting sessions.
- Train staff in soft skills and Customer experience management.
- Lead daily/weekly stand-ups or calibration sessions to align team focus and resolve roadblocks.
Job Type: Full-time
Pay: ₦300,000.00 - ₦400,000.00 per month
Application Question(s):
- Do you live close to Lekki or on the Island?
- Are you available to work in a shift-based routine
- Are you willing to work night and weekend shifts