Job details
Customer Care Manager at WATU – Lagos
WATU is seeking a full-time Customer Care Manager in Lagos to lead customer service teams and improve customer experiences across voice and digital contact-centre channels.
Responsibilities
- Develop customer-care strategies, improve customer journey processes and align service standards with business goals.
- Lead and coach customer-care supervisors and agents across telephone and digital channels.
- Oversee contact-centre operations, enquiry handling, escalated complaints and crisis responses.
- Monitor response times, customer satisfaction, handling times and other performance indicators.
- Analyse customer-care reports, champion systems improvements and present regular progress updates to senior management.
- Collaborate with other teams to resolve customer problems and manage departmental operational plans and budgets.
- Set a positive performance culture, develop talent and maintain accountability across the service function.
Requirements
- At least five to seven years’ customer-service experience, including supervision or management of contact-centre operations.
- Strong leadership, coaching, communication and customer-experience analysis skills.
- Ability to manage targets, budgets, changing priorities and high-pressure service situations.
- Commitment to ethical conduct and compliance, with no criminal record.
How to apply
Apply through the application website.
Deadline Not specified, apply as soon as possible
Check the employer and application instructions before sharing personal information.
About the employer
WATU provides asset financing for motorcycles and three-wheelers, with a stated focus on helping entrepreneurs in Africa obtain tools for income generation. Its business serves customers and retail partners through asset-finance products.
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