Team Lead, Customer Service Full Time

Job Title: Team Lead, Customer Service

Location: Ikoyi, Lagos

Position Overview

• We are seeking an experienced and motivated Customer Service Team Lead to join our team. The ideal candidate will have a passion for customer service excellence, strong leadership skills, and the ability to drive a team towards achieving operational and customer satisfaction goals.
• The Customer Service Team Lead will be responsible for supervising a team of customer service representatives, ensuring high standards of service, and supporting the continuous improvement of our customer service processes.

Key Responsibilities
Team Leadership and Supervision

• Team Lead, Customer Service Lead, mentor, and supervise a team of customer service representatives to deliver exceptional service.
• Conduct regular team meetings to communicate updates, address concerns, and motivate the team.
• Set performance goals and provide feedback through regular performance reviews and coaching sessions.

Customer Support and Issue Resolution:

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Monitor customer interactions and provide guidance to ensure consistent and high-quality service.
• Develop and implement strategies to improve customer satisfaction and reduce response times.

Operational Management:

• Oversee daily operations of the customer service team, including scheduling, workload distribution, and resource allocation.
• Monitor and report on key performance metrics, identifying trends and areas for improvement.
• Collaborate with other departments to resolve issues and improve service processes.

Training and Development:

• Identify training needs and organize training sessions to enhance the team’s skills and knowledge.
• Develop and maintain training materials and standard operating procedures.
• Foster a culture of continuous learning and professional development within the team.

Process Improvement:

• Identify and implement process improvements to streamline operations and enhance customer experiences.
• Gather and analyze customer feedback to identify trends and areas for service enhancement.
• Lead projects aimed at improving customer service efficiency and effectiveness.

Reporting and Analysis:

• Prepare and present regular reports on team performance, customer satisfaction, and service metrics.
• Use data analytics to inform decision-making and strategy development.

Technology and Tools:

• Ensure the team is proficient in the use of customer service tools and technology.
• Collaborate with IT to resolve technical issues and improve system functionality.

Requirements

• Bachelor’s Degree in Business Administration, Communications, or a related field.
• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory position.
• Strong knowledge of customer service principles and practices.
• Proficiency in CRM software and customer support tools (e.g., Freshdesk, Salesforce, Zendesk).
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Analytical mindset with the ability to interpret data and generate insights.

Preferred Skills:

• Experience in process improvement and project management.
• Familiarity with performance metrics and reporting.
• Knowledge of industry-specific regulations and compliance requirements.
• Certification in customer service management (e.g., CCSM) or related areas.

Benefits

• A perfect place for people who enjoy prospecting and coming up with solutions to onboard and convert large-scale customer relationships
• A work environment that people who are a self-starters, take initiative, work collaboratively and can self-manage in ambiguity
• You will receive competitive compensation and work with amazing people.
• You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online