Job vacancy: Head of Customer Service at an International Organization in Lagos, Nigeria
A reputable multinational company operating in Nigeria has engaged The WAACSP to receive resumes and LinkedIn profiles for the role below:
Role: Head of Customer Service
Location: Lagos, Nigeria
Type: Full-time
Remuneration: Above industry standard (negotiable) with benefits
Role Overview:
As the Head of Customer Service, you will shape and execute our customer service strategy. You will lead over 426 staff, manage high-value customer accounts, and oversee three departments. Your strategic thinking and leadership will improve customer complaint processes and enhance overall customer experience.
Key Responsibilities:
Lead and Train:
• Lead and train a team of over 426 staff, ensuring high performance and engagement.
• Conduct inductions for new hires and provide ongoing training.
Manage High-Value Accounts:
• Handle 48 high-value customers with a net worth ranging from N20M to N300M.
• Ensure their satisfaction and address their needs promptly.
Oversee Departments:
• Manage three customer service departments, ensuring seamless operations and team coordination.
• Streamline processes and improve efficiency.
Develop Strategies:
• Create and implement strategies to improve customer complaints and satisfaction.
• Report on performance to the MD, shareholders, and investors.
Involve in Operations:
• Be part of raw material planning, production, and shipping processes.
• Work closely with RSMS managers and customer service staff.
Collaborate Cross-Functionally:
• Work with various departments to resolve issues in finance, planning, delivery, and raw material delays.
Manage Risks:
• Identify and manage risks, align with IMS policies, and conduct service quality audits.
Drive Sales:
• Boost sales as part of the commercial arm of the business.
• Aim to deliver measurable results within the first six months.
Qualifications:
• Proven experience in a senior customer service role, preferably as a Head or Manager of Customer Service with a minimum of 5 years in the role.
• Strong leadership and strategic thinking skills.
• Excellent communication and interpersonal abilities.
• Experience managing high-value customer accounts and large teams.
• Ability to handle complex operational and strategic challenges.
• Proficient in developing and implementing customer service strategies.
• Strong analytical and problem-solving skills.
• Committed to delivering results and improving customer satisfaction.
Expectation:
Competitive Salary: We offer a very competitive and negotiable salary package.
Leadership Role: Take on a key leadership role in a dynamic and reputable company.
Professional Growth: Opportunities for career advancement and professional development.
Impactful Work: Play a crucial role in shaping our customer service strategy and driving business success.
Supportive Environment: Join a supportive and collaborative team that values excellence and innovation.
How to Apply:
Send your resume/CV and LinkedIn profile link to:
service@thewaacsp.com
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