Job Description
Our client is seeking a highly motivated and experienced Customer Service Lead to join their growing team in Lagos, Lagos, NG . This is a remote position, offering a dynamic work environment where you will guide and support a team of customer service representatives. The ideal candidate will possess exceptional leadership qualities, a strong understanding of customer service best practices, and a passion for delivering outstanding customer experiences. You will be responsible for training, coaching, and mentoring the customer service team, ensuring they meet performance targets and uphold the company's standards. This role requires excellent problem-solving skills, the ability to de-escalate complex customer issues, and effective communication with both team members and management. You will also be involved in monitoring customer feedback, identifying areas for improvement, and implementing solutions to enhance customer satisfaction. Proficiency in customer relationship management (CRM) software and a proven ability to drive team performance are essential.
Key Responsibilities: Lead, train, and coach a team of customer service representatives to ensure high-quality service delivery. Set performance standards and monitor team productivity, providing regular feedback and performance reviews. Handle escalated customer inquiries and complaints, resolving issues efficiently and professionally. Develop and implement customer service procedures and policies to improve efficiency and customer satisfaction. Monitor customer feedback and service metrics, identifying trends and areas for improvement. Collaborate with other departments to resolve customer issues and enhance the overall customer experience. Ensure compliance with company service standards and communication protocols. Contribute to the development of training materials and ongoing team development. Maintain a deep understanding of the company's products and services to provide accurate information. Foster a positive and supportive team environment. Report on team performance and customer service key performance indicators (KPIs) to management. Stay updated on industry best practices and emerging trends in customer service. Qualifications: Bachelor's degree in Business Administration, Communications, or a related field. Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or lead role. Proven ability to lead, motivate, and develop a customer service team. Excellent communication, interpersonal, and conflict-resolution skills. Strong problem-solving abilities and decision-making capabilities. Proficiency in CRM software and other customer service tools. Ability to manage multiple priorities and work effectively in a remote environment. A customer-centric approach with a passion for service excellence. Strong organizational and time-management skills. Adaptability and resilience in a fast-paced environment. This role, located in Lagos, Lagos, NG , presents a great opportunity to make a significant impact on customer satisfaction.