Hiring Organization: IpNX Nigeria Limited
Job ID: 82
Department: Retail Division
Function: Team Lead, Customer Advocacy Center
Reporting to: Head, Customer Experience & 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
Quality Assurance Monitoring.
Implement Service Standards.
Advocate for Customers.
Service Delivery Performance Measurement.
Any other duties assigned by manager.
Educational Qualifications & Functional Skills
University Degree in Sciences, Social Sciences acceptable (2.2 / Upper Credit)
Postgraduate Degree (MBA, M.Sc., etc.) an added advantage.
Professional qualification in Customer experience management an added advantage.
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.
Ability to optimize work processes
Drives Vision & Purpose
Excellent Decision Quality.
How to Apply
Interested and qualified? Go to IpNX Nigeria Limited on careers.ipnxnigeria.net to apply