Sanlam Nigeria, a member of the Sanlam Group in South Africa, is a leading financial services institution in Nigeria, having successfully transformed the Nigeria Insurance space and distinguishing itself by delivering exceptional services.
We are recruiting to fill the position of:
Job Title: Team Lead, Customer Service
Location: Nigeria
Department/Division: Operations
Job Type: Permanent/Full-time
Unit: Customer Service
Job Grade: Assistant Manager – Manager
Accountable to: Chief Operations Officer
Accountable for: Customer Service Unit
Purpose of Job
- Enhance service delivery and customer satisfaction
- Drive Service Excellence
- Collaborate with Cross-functional Teams to Foster Customer Loyalty and Retention.
Job Duties and Responsibilities
- Provide leadership to the customer service team and ensure they are equipped with the necessary skills and knowledge to deliver exceptional service.
- Provide clear direction, set performance expectations, foster a positive work environment, and support the professional growth and development of team members
- Provide management reports, identify trends, and provide recommendations for improvement.
- Assess customer feedback and identify areas for improvement to make informed decisions and drive positive change.
- Optimize Operational efficiency within the customer service unit by identifying opportunities for automation and leveraging technology and self-service options to enhance productivity.
- Maintain regular communication with customers through newsletters and various communication channels to provide updates, gather feedback, and enhance customer engagement.
- Foster effective communication among teams to ensure seamless customer experiences, address inquiries or issues promptly, and contribute to the overall success of the organization.
- Ensure all relevant communication, records, and data are accurately updated and maintained to provide a comprehensive view of customer interactions and support decision-making.
- Coordinate customer service units/teams, measure customer satisfaction and handle complex customer enquiries
- Provide support for projects and process automation initiatives within the unit to improve efficiency and customer experience.
- Ensure all customer engagements are managed in line with defined TAT’s and analyze recurring breaches of TAT’s to implement remediating solutions.
- Determine content for customer communications in line with topics that are frequently encountered in customer interactions.
- Ownership of the CRM system, including implementation and continuous improvement of the CRM system.
Job Requirements and Competency Specification
Academic Qualification & Work Experience
- First Degree in Business Administration or any related field
- 7-10 years relevant experience required
- Prior experience in Financial Services/Telco will be an added advantage
- Master’s degree and/or Customer Service related certification required
- Member of Chartered Insurance Institute of Nigeria (CIIN) – desirable and added advantage
Required Competencies(KSA)
Technical Competencies/Skills:
- Customer Relationship Management
- Process Improvement
- Problem solving
- People management skills
- Reasoning skills
- Analytical Skills
- Good planning and organizing skills
- Good communication and report writing skills.
Behavioral Competencies:
- Interpersonal skills Analytical skills
- Initiative and innovation
- Relationship Management skills
- Integrity
Leadership Objectives:
- Demonstrates ability to lead, manage and motivate a team to achieve set goals and objectives
- Demonstrates team spirit and the ability to work with others
- Demonstrates initiative and enthusiasm
- Good leadership and people management skills
Method of Application
Interested and qualified candidates should:
Click here to apply online
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