Customer Service Lead

Key Responsibilities

Lead and supervise the customer service team to ensure excellent and consistent service delivery. Establish and maintain high customer service standards, procedures, and performance targets. Monitor customer interactions and ensure enquiries and complaints are handled promptly and professionally. Manage escalated customer complaints and complex service issues through to resolution. Monitor customer feedback and identify trends, recurring issues, and opportunities for improvement. Track key customer service performance indicators and prepare regular reports for management. Coach, mentor, and develop customer service team members to improve their performance. Collaborate with Sales, Operations, Marketing, and other departments to resolve customer concerns and improve the overall customer experience. Develop initiatives to improve customer satisfaction, loyalty, and retention. Ensure customer information and service records are accurately maintained. Review and improve customer service processes to enhance efficiency and service quality. Ensure compliance with company policies, procedures, and customer service standards. Identify opportunities to leverage technology and customer service tools to improve response times and service delivery. Provide management with actionable insights based on customer feedback and service performance data.

Qualifications & Requirements

A Master’s Degree in Business Administration, Management, Marketing, Communications, Customer Experience, or a related field. Minimum 5 years of relevant customer service experience. Proven experience in a supervisory, team lead, or management role within customer service. Strong knowledge of customer experience and customer relationship management principles. Excellent verbal and written communication skills. Strong leadership and people-management skills. Excellent problem-solving and conflict-resolution abilities. Strong analytical and reporting skills. Ability to manage multiple priorities and work effectively under pressure. Proficiency in Microsoft Office Suite, particularly Excel and Word. Experience using CRM systems, customer service platforms, or ticketing systems will be an advantage.

Key Competencies

Customer-focused mindset Leadership and team management Excellent communication Problem-solving and decision-making Conflict resolution Customer relationship management Performance management Analytical thinking Process improvement Attention to detail Emotional intelligence

 Benefits

Opportunity to lead and develop the customer service function. Professional development and career growth opportunities. A collaborative and performance-driven work environment.

Location : Lashibi, Greater Accra

Salary : GHS 4,000 – GHS 5,000 per month