Customer Service Lead

Responsibilities:

Customer Service Management:

• 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.

Team Leadership:

• 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.

Customer Engagement and Retention:

• 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.

Technology and Process Improvement:

• 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.
• Analyse customer feedback to identify trends and recommend product or service improvements.

Compliance and Reporting:

• 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.

Requirements:

• 1 year of experience
• Minimum of OND