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.
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.
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.
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