Customer Service Lead
Sabi
This job is no longer accepting applications
See open jobs at Sabi.See open jobs similar to "Customer Service Lead" CRE Venture Capital - Job Portal.Customer Service
Lagos, Nigeria
Posted 6+ months ago
About us
Sabi is Africa’s leading provider of enabling infrastructure powering the distribution of goods and services. Our platform enables and empowers a broad ecosystem of users, allowing merchants, importers, exporters, distributors, and manufacturers to expand their capabilities and grow their businesses using Sabi’s technology rails.
Job Description
About Us
Sabi is Africa’s leading provider of enabling infrastructure powering the distribution of goods and services. Our platform enables and empowers a wide ecosystem of users, allowing agents, merchants, exporters, aggregators, distributors, and manufacturers to expand their capabilities and grow their businesses using Sabi’s technology rails. These rails provide access to physical goods supply, logistics, business tools, financial services and data insights. In a short span of two years, Sabi has grown to be the largest B2B marketplace on the African continent.
Our service offering includes ensuring a great assortment of appropriately priced goods is available to merchants, providing technology for them to manage their businesses, and facilitating financial services to help them grow. Our objective is to use our unified technology platform to understand the informal economy better than anyone and ultimately help our ecosystem of merchants grow.
Our Values
- Excellence - Be the Best. Highest standards. Consistently.
- Value Focused - Make sure we give users the best value. All the time.
- Big minds - Innovate. Think big. Be open. Don’t be petty. No ego. No castles.
- Knuckle down - Do the work. Get your hands dirty. Deliver
- Kindness - Be considerate. Life is stressful enough
- Ownership - Everything is your job. Take responsibility. Drive it.
- Simplicity - Strip it down. Get to the essence.
Job Purpose
As a Customer Experience Lead, your responsibility is planning, organizing and monitoring the Customer Experience team to ensure daily customer satisfaction by optimizing the interaction between Sabi and its clients. As a data analyst, focus is on sharing deep dives and weekly reporting to better guide the business in decision making.
Job Responsibilities
- Developing and implementing strategies useful in improving customer relationship, engagement, and satisfaction.
- Champion opportunities to consistently Improve Sabi experience.
- Drive customer retention, reduce churn, and increase customer satisfaction.
- Map the customer journey and identify opportunities to proactively intervene on the customer’s behalf
- Guide team in effective client issues resolution and handle any escalations
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Test new strategies for driving customer value
- Ensure Mystery journeys and orders are conducted from time to time to monitor the compliance of different teams to the defined SLAs
- Continually review and evolve the collection of processes Sabi uses to track, oversee and organize every interaction between the customer and Sabi throughout the lifecycle;
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Liaise with the Operations and other departments to ensure delivery of high quality products and services
- Ensuring surveys are conducted to gather information on customer opinion of rendered services;
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Liaise with the Operations and other departments to ensure delivery of high quality products and services.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
Requirements
Special Skills and Qualifications
- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
- At least 5 years' experience in customer experience and call center or a similar customer support role.
- Data driven decision making mentality
- Excellent Numerical and Analytical skills using
- Proficiency in Microsoft Office (Word, Excel and PowerPoint) tools
- Working knowledge of CRMs and other Call Centre Software.
- Excellent verbal and written communication skills and presentation skills
- Knowledge and experience in communication design
- Competency to use relevant computer programs and to deliver creative executions
- Must be able to manage, inspire and lead people
- Able to build and Maintain Relationships
- Attention to detail and Multitasking
- Strong client relationship management (customer service skills)
Candidate Specification
- Motivated by the mission of Sabi
- Pragmatic with quantitative and analytical ability and attention to detail
- Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
- High level of integrity and dependability with a strong sense of urgency.
- A focus on execution. Willing and able to get hands dirty.
- Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .
Benefits
- Rapid Career Growth
- Annual Training Budget
- Robust Health Coverage, including
- Optical Cover, and
- Dental Cover
- Wellness Programs, including
- Free Gym Cover
- Free Spa Cover
- Competitive Pension Plan
- Flexible Working
- Opportunity to work in other global offices
- Life Cover
- Performance Bonus
- Paid Vacation Days
- Fully-funded Team Bonding Activities
This job is no longer accepting applications
See open jobs at Sabi.See open jobs similar to "Customer Service Lead" CRE Venture Capital - Job Portal.