Team Lead, Customer Advocacy Center
IpNX Nigeria Limited
lagos, NG
4d ago
source : Mrjobsnaija

IpNX Nigeria Limited's Career and Recruitment Vacancy

Job title : Team Lead, Customer Advocacy Center jobs in Lagos Job Location : Lagos Deadline : December 31, 2021

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  • Job ID : 82

    Department : Retail Division

    Function : Team Lead, Customer Advocacy Center

    Reporting to : Head, Customer Experience & Advocacy

    Travel Frequency : Minimal

    Purpose of the Job

  • To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.
  • Expected Key Results :

  • Customer Satisfaction.
  • Quality Assurance Monitoring.
  • Implement Service Standards.
  • Advocate for Customers.
  • Service Delivery Performance Measurement.
  • Workforce Management.
  • Any other duties assigned by manager.
  • Educational Qualifications & Functional Skills

  • University Degree in Sciences, Social Sciences acceptable (2.2 / Upper Credit)
  • Post Graduate degree (MBA, M.Sc., etc.) an added advantage.
  • Professional Qualification in Customer experience management an added advantage.
  • Work Experience :

  • Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction
  • Teamwork - candidate will need to be a strong team player, who supports their colleagues and share their skills.
  • Good interpersonal, work flow management and communications skills.
  • Experience in similar roles within IT or Hospitality environment, preferably both.
  • Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
  • Ability to demonstrate a mature understanding of key Business needs.
  • Excellent documentation and PowerPoint presentation skills.
  • Good project and time management skills - Ability to work independently and manage one Ûªs time.
  • Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
  • Knowledge of business and management principles involved in strategic planning and resource allocation.
  • Other Requirements :

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development
  • Nimble Learning
  • Ensures Accountability
  • Develops Talent
  • Drives Engagement
  • Drives Vision & Purpose
  • Excellent Decision Quality.
  • Team Lead, Customer Advocacy Center jobs in Nigeria*Customer Service jobs in Lagos
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