Head, Customer Relations at a Fast-growing Fintech Company – People Capacity Management

People Capacity Management – Our client, a fast-growing Fintech company, is currently recruiting suitably qualified candidates to fill the position below:

Job Title: Head, Customer Relations

Location: Lagos

Responsibilities

  • To manage and innovate customer complaint management system to reduce customer complaints
  • Manage & develop quality team to enhance and control call centre/ service quality standards and measurement for all customer touch points
  • Review and improve CS agents- conversations (calls,emails,chat,etc.)- To measure and improve CSAT
  • Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement
  • Providing customer insights that form the basis for growing our product portfolio and driving process innovation
  • Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration.

Requirements

  • B.Sc Degree in a relevant field
  • Master’s Degree is an added advantage
  • Relevant additional professional qualification is required
  • A minimum of 5 years experience
  • Prior work experience in the tech / e-commerce industry is required
  • Tech savvy and data-driven to help shape a multi-channel customer experience and drive results
  • Extensive experience in process improvement through automation and tech-enabled tools
  • Candidates mustlive within Lekki, Lagos.

Application Closing Date

1st April, 2021.

How to Apply

Interested and qualified candidates should send their CV and Cover Letter to: [email protected] using the Job Ttle as the subject of the email.

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