Customer Service Lead

Job Overview:
We are seeking a dynamic and experienced Customer Service Lead to manage and enhance our customer support operations.

Duties and Responsibilities:
Oversee daily customer service operations, ensuring timely and effective responses to inquiries, complaints, and feedback. Develop and implement customer service policies, procedures, and standards. Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. Handle escalated issues and provide resolution professionally and efficiently. Lead, mentor, and train a team of customer service representatives to deliver exceptional service. Conduct performance reviews and provide constructive feedback to team members. Schedule shifts and ensure adequate coverage during peak times. Build relationships with customers, particularly smallholder farmers and agri-business partners, to understand their needs and concerns. Develop strategies to improve customer satisfaction and promote brand loyalty. Collaborate with marketing and product teams to align customer service efforts with overall business goals. Leverage digital tools and CRM systems to manage customer interactions effectively. Identify opportunities to automate repetitive tasks while maintaining a personal touch in customer interactions. Analyze customer feedback to identify trends and recommend product or service improvements. Ensure compliance with company policies, industry regulations, and service-level agreements (SLAs). Prepare regular reports on customer service metrics and provide insights to management. Maintain accurate records of customer interactions and resolutions.

Required Qualifications:
1 year of experience, Minimum of OND

Educational Background:
OND

Experience:
1 year

Languages:
English

Additional Notes:
Full Time - 9 to 5