Customer Experience Lead
A reputable Skin Care and beauty Company in Nigeria, is looking to hire for the following position:
Job Title: Customer Experience Lead
Education: B.Sc./HND in Mass Communication or related field.
Experience: 3-5 years proven experience in a high powered Customer Experience Leadership role or similar exposure within the skincare or beauty industry.
Location: Lekki, Lagos. Nigeria.
Remuneration: ₦4.8M – 5M/Annum
Role Objective: This role will be responsible for the day to day operation of Customer Experience team, including rostering, ongoing development programs and ensuring the service provided to all customers meets expected service levels.
Detailed Description for a Customer Experience Lead
- Oversee and manage the customer support team to deliver outstanding service that aligns with the company brand values and customer expectations.
- Recruitment and development of new employees.
- Use of CRM Tools/Software to enhance ticketing systems, automations, team productivity seamless customer support operations and to streamline processes.
- Develop an organisational wide communication and training plan to improve company overall culture towards excellence in customer service.
- Implement, manage and maintain a Company wide customer database to record current details and points of contact throughout the organisation.
- Define and track key performance metrics, such as response time, resolution time, CSAT, NPS, and other relevant metrics.
- Ensure Customer Experience Representatives have the training, tools and engagement to provide a quality and consistent experience across all customer touchpoints.
- Day-to-day operational management of the Customer Experience and Contact Centre Representatives.
- Actively seek, record and follow through on all customer feedback.
- Send out weekly, monthly, and yearly reports on customer satisfaction and feedback to the Operations and Admin Supervisor.
- Perform any other tasks assigned.
Required Skills for a Customer Experience Lead
• Strong expertise in customer support platforms.
• Good knowledge of customer relationship management (CRM) practices
• Knowledge and understanding of business policies and procedures
• Good data entry and typing skills
• Proficiency in the use of Microsoft Office tools.
• Experience developing and leading high quality customer service in busy front of house and/or contact centre environments.
Method of Application:
Interested and qualified candidates should forward their resume to:
Huntandhandle@gmail.com using the position as the subject of email not later than 26th of January 2024. Only Shortlisted candidates will be contacted