CUSTOMER ADVOCACY CENTRE TEAM LEAD AT IPNX NIGERIA LIMITED | MYLELO JOBS

Job ID: 43
Department: Customer Experience and Advocacy
Function: Supervise all activities of the Customer
Advocacy Centre
Reporting to: Head, Customer Experience and Advocacy
Travel Frequency: Minimal
 
Purpose of the Job
 
    To supervise all activities of the Customer
Advocacy Centre, to plan, direct and coordinate in the areas of support,
incident, change and problem management.
 
Expected Key Results:
 
    Customer Satisfaction
    Quality Assurance Monitoring
    Implement Service Standards
    Advocate for Customers
    Service Delivery Performance Measurement
    Workforce Management
 
Educational Qualifications and Functional Skills
 
    Minimum 2.1/Upper Credit Bachelor’s Degree in
Social Sciences.
 
Work Experience:
 
    Minimum of 5 years of varied experience in customer
service with a proven record of driving customer experience improvement and
increasing customer satisfaction.
    Teamwork – candidate will need to be a strong team
player, who supports their colleagues and share their skills.
    Good interpersonal, work flow management and
communications skills.
    Experience in similar roles within IT or
Hospitality environment, preferably both.
    Excellent analytical skills and ability to own
problems through to resolution as well as being able to analyse statistical
data.
    Ability to demonstrate a mature understanding of
key business needs.
    Excellent documentation and PowerPoint presentation
skills.
    Good project and time management skills – Ability
to work independently and manage one’s time.
    Verbal and written communication skills, problem
solving skills, attention to detail and interpersonal skills.
    Knowledge of business and management principles
involved in strategic planning and resource allocation.
 
Other Requirements:
 
    Customer Focus
    Tech savvy
    Action orientation
    Drive results
    Cultivate Innovation
    Ability to optimize work processes
    Resilience
    Self Development
    Nimble Learning
    Ensures Accountability
    Develops Talent
    Drives Engagement
    Drives Vision and Purpose
    Excellent Decision Quality
 
Click
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