ToLet.com.ng – Nigeria’s 1st online lettings agency and one of Nigeria’s
fastest growing internet companies. We provide a comprehensive property
rentals platform that helps Lagosians navigate the stressful,
frustrating and unstructured Lagos property rental market.
In order to push our continued level of success, we require talented and
resourceful individuals to join our young and dynamic team and to fill
the position below:
Job Title: Head of Customer Service
- In order to push our continued level of success, we require
talented and resourceful individuals to head our dynamic Customer
Service team; the successful candidate will be responsible for ensuring
product and services meet the established standards of quality including
reliability and performance.
- Develop and update customer service policies and procedures.
- Manage and lead a team of customer services staff .
- Give feedback on results.
- Organise regular trainings based on data collected.
- Handle complaints on major issues.
- Ensure customers’ needs and expectations are satisfied.
- Analysing key management information to see how well customers are being served.
- Assist in recruitment, trainings and appraisals of staff.
- Keeping up to date with developments in customer service.
- Ensure required rate of conversion of lead within all conversion funnel.
- Ensure month on month growth on all conversion funnel.
- Develop, integrate and enforce departmental policy.
- Ensure accomplishment of target across units
- Monitor relevant periodic targets per role.
- Making sure accurate records are kept of communications with customers.
Qualifications and Experience
- Minimum of Bachelor’s Degree.
- Strong computer skills including Microsoft Office and databases.
- Knowledge of relevant regulatory requirements.
- Experience with implementation of corrective action programs.
- Customer service experience.
- Attention to details.
- Planning and organizing.
- Judgment and decision-making.
- Customer service orientation.
- Communication skills – verbal and written.
- Data collection, management and analysis.
- Problem analysis and problem solving.
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 30th November, 2016.