Head, Customer Relations Vacancy at a Fast-growing Fintech Company – People Capacity Management

Position Title: Head, Customer Relations.

Job Station: Lagos State.

INTRODUCTION:-

Head, Customer Relations job opportunity is available at Fintech Company for individuals who possess B.Sc Degree in a relevant field.

DUTIES AND RESPONSIBILITIES:-

  • To manage and innovate customer complaint management system to reduce customer complaints
  • Manage & develop quality team to enhance and control call centre/ service quality standards and measurement for all customer touch points
  • Review and improve CS agents- conversations (calls,emails,chat,etc.)- To measure and improve CSAT
  • Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement
  • Providing customer insights that form the basis for growing our product portfolio and driving process innovation
  • Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration.

DESIRED EXPERIENCE & QUALIFICATION:-

  • B.Sc Degree in a relevant field
  • Master’s Degree is an added advantage
  • Relevant additional professional qualification is required
  • A minimum of 5 years experience
  • Prior work experience in the tech / e-commerce industry is required
  • Tech savvy and data-driven to help shape a multi-channel customer experience and drive results
  • Extensive experience in process improvement through automation and tech-enabled tools
  • Candidates mustlive within Lekki, Lagos.

Apply Before:-

1st April, 2021.

INTERESTED?

Interested and qualified candidates should send their CV and Cover Letter to: recruitment@peoplecapacitymanagement.com using the Job Ttle as the subject of the email.

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