Team Lead, Customer Service at Sanlam Nigeria

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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