Online Customer Service Manager

Job Description:

Wema Bank is seeking a dynamic and experienced Online Customer Service Manager to join our team in Ibadan, Nigeria. As the Online Customer Service Manager, you will be responsible for managing the online customer service team and ensuring excellent customer service delivery through various digital platforms.

Responsibilities: - Develop and implement strategies to improve online customer service experience and increase customer satisfaction ratings - Manage a team of online customer service representatives, providing guidance, training, and support as needed - Monitor customer inquiries and complaints on social media, email, and other digital platforms, ensuring timely and effective responses - Identify and address common customer issues to improve overall product and service offerings - Collaborate with other departments, such as marketing and IT, to ensure seamless customer service delivery - Analyze data and metrics to track customer service performance and identify areas for improvement - Stay up-to-date with industry trends and best practices in online customer service management

Requirements: - Bachelor's degree in Business Administration or related field - 8+ years of experience in customer service management, with at least 3 years in online customer service - Proven track record of implementing successful online customer service strategies - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and problem-solving skills - Proficiency in digital communication platforms and customer relationship management software - Energetic and driven personality, with a passion for providing exceptional customer service - Negotiation and project management skills - Ability to work in a fast-paced environment and multitask effectively

Benefits: - Paid sick leave - Paid overtime - Disability insurance

Working Environment: Join a team that leads the industry through cutting-edge ideas and solutions, fostering a collaborative and innovative work environment where your ideas are valued and encouraged.

Equal Opportunity Statement: Wema Bank is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive work environment where all employees are respected and valued for their unique perspectives and contributions.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.