HEAD, CUSTOMER CARE/VIRTUAL ONBOARDING

Our client is an agricultural value-chain, innovation-driven company solving problems in Africa, for Africans. They provide products and services within different industries, across 4 continents.  Provide leadership and direction to the entire customer support department • Establishing and overseeing the adoption of TOG’s vision, goals and objectives at all levels • Driving necessary changes for the improvement of operating and organizational efficiency of the customer support team. • Supporting the relevance of  TOG’s customer loyalty targets in order to ensure that they are communicated and applied correctly across the sales department as a whole. • Conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes • Conduct financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department. • Create reports and strategic recommendations from various customer support research and analyses. • Manage both internal and external relationships on behalf of the customer support department.  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of industry’s developments and apply best practices to areas of improvement • Oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement • Accountable for shaping and delivering TOG’s  consumer service propositions in order to drive the overall performance of the department. • Perform other duties necessary in the execution of his/her role  delegated by the MD/CEO   • Over 7 years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment. • Vast experience in customer service research and analytical techniques. • Excellent knowledge of management methods and techniques • Working knowledge of customer service software, databases and tools • Proven and successful experience mapping consumer journeys and creating customer support strategies. • Multilingual: Fluent in English and at least one other Nigerian Language. • Project management skills, ability to manage multiple projects, ability to meet deadlines, and strong attention to detail. • Proficiency in English  • Ability to think strategically and to lead • Strong client-facing and excellent communication skills • Advanced troubleshooting and multi-tasking skills • Upholding a consumer-centric focus and mind-set • Possession of people management skills • Technological Savvy/Analytical Skills Salary : Very Compatitive