The Head, Customer Service is responsible for leading and optimizing the delivery of customer service operations to ensure exceptional customer experience, satisfaction, and retention across Ikeja Electric.
The role oversees the planning, coordination, and performance of customer service teams, ensuring timely resolution of customer issues, effective management of customer relationships, and consistent delivery of high-quality service.
In addition, the role is accountable for driving customer-focused initiatives, providing strategic insights to support business growth, and ensuring alignment with organisational objectives, policies, and regulatory requirements while fostering a culture of service excellence and continuous improvement.
Role Accountabilities
Create, develop, and maintain the highest quality relationships that include creative structuring of solutions that meet customer needs.
Manage an assigned portfolio of consumers, ensuring the maximization of potential from each account.
Keeping the consumers informed about upcoming events, campaigns etc
Handle complex and escalated customer service issues.
Ensure the quality, accuracy, and timeliness of all services, campaigns, and programs delivered to the customer.
Ensure all complaints are being handled in a timely and proper manner.
Direct the daily operations of the customer service team.
Provide feedback to the Department Head to help develop corporate strategy and assist with the development/growth of the business.
Fully comply with IE’s internal procedure, processes, and policies.
Monitor the department’s performance through Key Performance Measures.
Ensure the necessary resources and tools are available for quality customer service delivery.
Identify the training needs of officials and arrange to provide the same.
Coordinate and manage customer service projects and initiatives.
Comply with Quality Management System / Occupational Health & Safety requirements, including objectives and applicable regulations relating to assigned jobs.
Perform other duties as assigned by the CEO/HOD or designate.
Requirements
Minimum Requirements
Bachelor’s Degree in Business Administration, Marketing, Engineering, or any Social Science discipline.
Post-Graduate Requirement: An MBA or a Master’s degree in a related field is highly preferred and is an added advantage.
Professional Certification: Membership in a recognized Customer Service or Management institute (e.g., NIM, ISN, or CCXP) is an added advantage.
A minimum of 5 years of relevant work experience in a commercial environment, with at least 3 years in a management or supervisory role
