Head of Customer Service in Lagos

Job Description

Job Title:Head of Customer Service
Location:Lagos
Salary: 300,000 – 350,000
Key Responsibilities:

1. Develop and execute customer service strategies aligned with business objectives.
2. Define and manage customer experience metrics (CSAT, NPS, FCR).
3. Lead and develop a high-performing customer service team.
4. Recruit, train, and mentor customer service representatives.
5. Ensure compliance with regulatory requirements.
6. Analyze customer feedback and sentiment analysis.
7. Identify and address root causes of customer complaints.
8. Foster strong relationships with internal stakeholders.
9. Collaborate with product development teams to inform product roadmap.

Requirements & Skills:

– Bachelor’s degree in Business Administration, Marketing, or related field.
– 3+ years of customer service leadership experience.
– Proven track record of improving customer satisfaction and loyalty.
– Customer service strategy and operations.
– Team management and development
– Familiarity with CRM software (Salesforce, Zendesk).
– Knowledge of customer experience metrics and analytics.
Qualified candidates should forward their CVs to jobrecruitersnaija@gmail.com with the job title as the subject of the mail