Job Description

JOB SUMMARY:

DelonJobs is seeking to hire Customer Experience Team Leads for a digital lending startup backed by one of Africa’s largest banking groups, with a goal to build Africa’s largest consumer and SME lender. The team leads will work in our Abeokuta office and earn N500k Monthly Gross. This position will report to the Head of Customer Experience, create a delightful experience for customers; oversee the performance of a team of Customer Experience Agents. You will provide leadership, coaching, support, motivation, and delight the team. You will develop/implement plans to achieve Customer Experience objectives. If you are interested and consider yourself a great match, please send your CV with the subject OGCEL01 to [email protected].

In this role, you will

• Monitor the Customer Experience activities across their journey on our platform to identify opportunities for improvement to resolve problems in real time and preventing them.
• Create a delightful experience for our customer by designing an efficient customer engagement process.
• Manage employee performance, including conducting performance evaluations, and providing feedback to employees
• Manage work schedules and making sure that all shifts are covered.
• Open feedback with Agents to discuss performance issues and provide report on progress.
• Conduct trainings to help Agents improve their skills and learn new processes.
• Develop and implement training programs as needed to support department goals.
• Motivate and design an employee experience strategy for the Agents to ensure retention.
• Serve as a Quality Assurance by reviewing and monitoring Calls (outbound/ inbound) or E-channels (live chat, emails, and socials) interactions to determine how best to respond/ resolve customer queries.

Requirements

• Bachelor’s degree from any reputable university, and a demonstrated track record of both academic and professional success
• Candidates should have at least 2 years of work experience in a Team Lead role.
• Highly organized and able to track issues and escalate as necessary.
• Strong reporting and analytical skills, and solutions orientated.
• Technologically inclined (Have a startup experience)
• Have previously worked in same capacity in a lending company (not necessary but an added advantage)
• Strong oral and written communication skills – ability to articulate issues and solutions confidently and persuasively with diverse audiences.
• Strong work ethic
• Creative problem solving.
• Time management
• Teamwork
• Stress Management
• Data analysis reporting and CX analytics
• Microsoft office expert
• Experienced with various CX tools and applications (Freshworks preferably)