Customer Experience Team Lead in Ibadan – Mobile Virtual Network (MVNO)

Job Description

Urgent recruitment
Job Title : Customer experience team lead
Salary:200k-250k
Location: Remote (must reside in Ibadan)

We are a recently licensed Mobile Virtual Network (MVNO) by the Nigerian Communication Commissions, we are seeking a self- driven, highly motivated and experienced individual to join our team as the “Customer Experience Team Lead” who will play a pivotal role in ensuring exceptional customer service to our customers while leveraging data analytics to drive operational excellence

Job Description
As the Customer Experience Team Lead, you will be responsible for managing Customer Experience Agents by ensuring they understand the context of their role in relation to the department You will also be responsible for assessing the quality of the performance of our Experience center Agents who deal with our existing and potential customers. You will monitor inbound and outbound calls to assess associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures

Duties & Responsibilities

* Lead a team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer service delivery.
* Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and improve overall service quality
– Handle escalated customer inquiries and complaints promptly and effectively, ensuring swift resolution and customer satisfaction.
* Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing necessary actions.
* Coordinate the learning experience sessions for customer experience agents to enhance their product knowledge, communication skills, and problem-solving abilities.
* Stay updated with industry trends, emerging technologies, and best practices in customer service to drive continuous improvement and innovation.
* Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.
* Participate in customer and client listening programs to identify customer needs and expectations.
* Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers
* Submit periodic reports to your team lead on the call quality of CSRs.
* Provide feedback to call center team leaders and managers to help improve CEA’s performance.
* Coordinate calls and facilitate call calibration sessions for experience center Agents with the aim of improving CEA’s performance.
* Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers

Educational/ Professional Qualifications and Experience

* Bachelor’s degree in any related field.
* Proven minimum of 5 years’ experience in a customer service leadership role within the telecommunications or related industry, 2 of which must be as a Quality Assurance Officer
* Strong leadership and managerial skills, with the ability to inspire and motivate a team.
* Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders

How to Apply:
If you are a dynamic, forward-thinking Nigerian with experience in Customer Service and Quality
Assurance, send your CV to podewale@hytng.com use Job Title as subject of the Email.