Tek Experts is Recruiting For Global Head of Consumer Support
Tek Experts
Lagos, NG
4d ago
source : Mrjobsnaija

Job Description s

We’re growing rapidly. Would you like to join us?

  • Do you have years of experience in managing a global team of IT experts across new and established markets? Are you looking for a dynamic, fast-paced role, where you’ll get a once in a lifetime opportunity to drive the expansion of a successful global brand?
  • Join us at Tek Experts. We’re a leading provider of technical and business support solutions to some of the world’s largest IT companies and their customers.
  • Over the past 11 years we have enjoyed significant growth, and today employ more than 7,000 people across seven global offices.

  • We are now seeking a talented Global Head of Consumer Support with a strong track record in delivering commercial support to drive our company vision and help us grow to 15,000 people in the next 5 years.
  • About the Role

  • As the Global Head of Consumer Support, you will be accountable for defining and executing our strategy to both deliver and grow our customer support business globally.
  • You will shape the future of customer support through the delivery of exceptional 24 / 7 customer experiences to the customers of our clients who are based in multiple countries.
  • As part of our global senior management team, you will have a solid background in strategic leadership and management with extensive experience of delivering services to consumers.
  • You will have successfully led a support team of at least 500 globally dispersed team members, have a genuine desire to make customers happy and be excited by how you can drive improvements and innovation in processes to create sustainable, consistent and tailored experiences.
  • What you’ll be doing

    Global Leader :

  • Proven experience in managing large and successful global teams
  • Performance Focus :

  • A result-oriented leader who will lead the overall performance and KPI targets of our people
  • Strategic Communicator :

  • Someone who can lead top-level client conversations, act as a strategic advisor, and manage high level escalations and negotiations
  • Process Expert :

  • Proficiency in process improvement and a passion for enhancing customer experience
  • Service Delivery Expert :

  • Proven ability to achieve excellent service delivery to augment existing quantitative focus areas
  • What you’ll need

  • Proven experience in working with and managing multi-national / multi-lingual / multi-cultural teams especially in both developed and developing markets
  • At least 10 years’ experience in IT / customer service environments
  • Excellent critical thinking and decision-making skills
  • Strong organizational, planning and management skills
  • Outstanding communication skills that enable effective negotiation and presentation, as well as conflict resolution
  • A solid background in delivering commercial support with large global teams of 500+ employees.
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