Job Title: Head, Customer Care and Experience
Location: Ikoyi, Lagos, Nigeria
Industry: Telecommunications
Remuneration: 500k – 600k/Month (Gross)
Job Summary
The Head of Customer Care and Experience will be responsible for overseeing the customer service operations and developing strategies to enhance the overall customer journey. This role involves leading a team, implementing innovative customer experience initiatives, and ensuring that service standards are met across all touchpoints.
Key Responsibilities
Lead and manage the team to deliver high-quality service to our customers.
Develop and implement customer experience strategies that align with the company’s goals.
Oversee the resolution of customer complaints and ensure timely responses across all channels.
Monitor and analyze customer feedback to identify areas for improvement.
Collaborate with other departments to streamline customer-facing processes.
Set performance targets and KPIs for the team, ensuring they are met or exceeded.
Train and mentor staff to enhance their customer service skills.
Stay updated on industry trends and introduce best practices to improve service delivery.
Qualifications & Experience
A bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
A minimum of 6-10 years of relevant experience in customer care, with at least 3 years in a leadership role.
Extensive experience in the telecommunications industry is highly desirable.
Proven track record of improving customer service operations and enhancing customer satisfaction.
Strong leadership, communication, and interpersonal skills.
Ability to analyze data and make strategic decisions based on customer insights.
Excellent problem-solving skills and attention to detail.
Key Competencies
Customer-centric mindset
Leadership and team management
Data analysis and reporting
Excellent communication skills
Problem-solving and decision-making abilities
How to Apply
Interested candidates should send their CV and a cover letter to recruitment@vdtcomms.com with the job role as the subject of the mail.
