Head, Customer Care/Virtual Onboarding

Our client is an agricultural value-chain, innovation-driven company solving problems in Africa, for Africans. They provide products and services within different industries, across 4 continents.

 Provide leadership and direction to the entire customer support department
• Establishing and overseeing the adoption of TOG’s vision, goals and objectives at all levels
• Driving necessary changes for the improvement of operating and organizational efficiency of the customer support team.
• Supporting the relevance of  TOG’s customer loyalty targets in order to ensure that they are communicated and applied correctly across the sales department as a whole.
• Conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes
• Conduct financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department.
• Create reports and strategic recommendations from various customer support research and analyses.
• Manage both internal and external relationships on behalf of the customer support department. 
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement
• Accountable for shaping and delivering TOG’s  consumer service propositions in order to drive the overall performance of the department.
• Perform other duties necessary in the execution of his/her role  delegated by the MD/CEO
 

• Over 7 years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment.

• Vast experience in customer service research and analytical techniques.

• Excellent knowledge of management methods and techniques

• Working knowledge of customer service software, databases and tools

• Proven and successful experience mapping consumer journeys and creating customer support strategies.

• Multilingual: Fluent in English and at least one other Nigerian Language.

• Project management skills, ability to manage multiple projects, ability to meet deadlines, and strong attention to detail.

• Proficiency in English 

• Ability to think strategically and to lead

• Strong client-facing and excellent communication skills

• Advanced troubleshooting and multi-tasking skills

• Upholding a consumer-centric focus and mind-set

• Possession of people management skills

• Technological Savvy/Analytical Skills

Salary : Very Compatitive