Expert Lead
Edge Recruiter Nigeria Ltd.
Lagos
21d ago

Our Client is an American multinational online transportation technology company headquartered in San Francisco, California.

They now have a vacancy for an Expert Lead for their Lagos Operations.

Role Focus

The ideal candidate has highly refined people skills, and an extensive understanding of what is required to run a high-pace retail or hospitality-

style operation. You will work closely with the wider global team to make continuous process improvements to enhance the end-

to-end experience for visitors to the Lagos Hub as well as your team. Strong process management, an obsession for customer service and communication skills are required.

Key Responsibilities

  • Manage a team of sales and support-focused Experts to educate partners, customers and deliver a customer-obsessed experience in Lagos Hub
  • Schedule and coordinate the many and varied day-to-day operations in the Lagos Hub
  • Owning and reporting on metrics of customer and team satisfaction as well as operational performance
  • Responsible for building and managing a best in class customer service experience.
  • You'll manage a team of Experts to support existing customers and educate and excite potential customers
  • Onboarding new partner-drivers through induction sessions, running Office Hours sessions where the team resolves questions partners may have.
  • Driving performance improvements and overcoming issues through innovative and practical solutions
  • Hiring, training, supporting and managing Experts of various experience levels
  • Leader in Sales and Customer Service - You'll need truly world-class sales skills and team development skills to be able to support and inspire your team to deliver the company’s growth goals
  • Process driven - You have great organisational skills, and constantly look to improve & scale things to make them more efficient.
  • Key Requirements

  • Strong sales / support background with a passion for building a cohesive team.
  • Great communication skills and ability to interact with internal and external partners.
  • Empathy and dispute resolution skills from experience in high-pressure / fast-paced situations
  • Be a problem solver at heart with a genuine desire to achieve the best outcome.
  • Experience with Excel, plenty of experience working with data.
  • An interest in and passion for technology driven business.
  • Ability to adapt and thrive in an environment of high growth and continual change.
  • Retail, hotel, service team management, telco or other customer service experience strongly preferred
  • Do Not Apply if you Do Not meet the requirement

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