People Capacity Management – Our client, a fast-growing Fintech company, is currently recruiting suitably qualified candidates to fill the position below:
Job Title: Head, Customer Relations
Location: Lagos
Responsibilities
- To manage and innovate customer complaint management system to reduce customer complaints
- Manage & develop quality team to enhance and control call centre/ service quality standards and measurement for all customer touch points
- Review and improve CS agents- conversations (calls,emails,chat,etc.)- To measure and improve CSAT
- Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement
- Providing customer insights that form the basis for growing our product portfolio and driving process innovation
- Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration.
Requirements
- B.Sc Degree in a relevant field
- Prior work experience in the tech / e-commerce industry is required
- Tech-savvy and data-driven to help shape a multi-channel customer experience and drive results
- Master’s Degree is an added advantage
- Relevant additional professional qualification is required
- A minimum of 5 years experience
- Extensive experience in process improvement through automation and tech-enabled tools
- Candidates must live within Lekki, Lagos.
Deadline: 1st April, 2021.
How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: recruitment@peoplecapacitymanagement.com using the Job Ttle as the subject of the email.
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