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Customer Service Manager

Earnipay

Earnipay

Customer Service
Lagos, Nigeria
Posted on Monday, November 20, 2023
  • Service Excellence: Establish and maintain service standards, KPIs, and SLAs to consistently deliver high-quality service and customer satisfaction.
  • Customer Advocacy: Foster customer loyalty and advocacy by actively seeking feedback, testimonials, and case studies.
  • Escalation Handling: Manage and resolve escalated customer issues, demonstrating empathy and a commitment to finding solutions.
  • Feedback Gathering: Gather and relay client feedback to the product development team to help improve our offerings.
  • Workflow Optimization: Continuously review and optimise customer service processes and workflows to enhance efficiency and effectiveness.
  • Reporting and Analysis: Utilize data and reporting tools to track and analyse customer service performance, identifying areas for improvement.
  • Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to address customer-related challenges and opportunities.
  • Documentation and Knowledge Base: Develop and maintain a comprehensive knowledge base for customers and the customer service team.
  • Team Leadership: Lead, coach, and mentor a team of customer support representatives, fostering a positive and motivated work environment.
  • Training and Development: Provide ongoing training and professional development opportunities for the customer service team to enhance their skills.