Earnipay Financial Technology Limited Recruitment. Customer Service Manager Recruitment at Earnipay Financial Technology Limited. Earnipay is a finance and people solutions company dedicated to helping businesses solve their Finance & People Operations Challenges.
Earnipay Financial Technology Limited Recruitment
Job Title: Customer Service Manager
Location: Lagos
Job Type: Full-time
Workplace Type: Hybrid
Job Role
- Service Excellence: Establish and maintain service standards, KPIs, and SLAs to consistently deliver high-quality service and customer satisfaction.
- Workflow Optimization: Continuously review and optimise customer service processes and workflows to enhance efficiency and effectiveness.
- Reporting and Analysis: Utilize data and reporting tools to track and analyse customer service performance, identifying areas for improvement.
- Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to address customer-related challenges and opportunities.
- Documentation and Knowledge Base: Develop and maintain a comprehensive knowledge base for customers and the customer service team.
- Team Leadership: Lead, coach, and mentor a team of customer support representatives, fostering a positive and motivated work environment.
- Training and Development: Provide ongoing training and professional development opportunities for the customer service team to enhance their skills.
- Customer Advocacy: Foster customer loyalty and advocacy by actively seeking feedback, testimonials, and case studies.
- Escalation Handling: Manage and resolve escalated customer issues, demonstrating empathy and a commitment to finding solutions.
- Feedback Gathering: Gather and relay client feedback to the product development team to help improve our offerings.
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Qualifications
- Proven experience in a customer support or service management role.
- Proactive, self-motivated, and able to work independently.
- Proficiency in using CRM software and customer service tools.
- Experience in data analysis and reporting to drive performance improvements is a plus.
- Strong communication and leadership skills.
- Ability to empathise with and understand customer needs and concerns.
- Results-oriented with a focus on customer satisfaction and team performance.
- Exceptional problem-solving and conflict-resolution skills.
How to Apply
Interested and qualified candidates should: Click here to apply