Customer Service Experience Lead

Job Closed!
Company:Modern Coast
Category:Customer Service & Customer Support
Job Type:Permanent

Job details

Functional Skills:

1.Complete and thorough understanding of the services offered by the company, the policies and procedures and requirements
2.Expertise in using analytical tools to analyze the data captured to suggest improvements in customer service delivery
3.Stay updated on any changes/ occurring’s i.e. pricing, breakdowns, and delays so that the correct information is relayed to clients.

Critical Non Negotiables:

1.At least 3 years of supervisory experience in Customer Service industry as a Senior Manager, in a high call traffic environment
2.Should have handled a team of 20 people

Generic Skills:


  1. Telephone etiquette
  2. Communication skills
  3. Negotiation techniques
  4. Company rules and knowledge
  5. Diversity of customers




  1. 1.Directing and supervising investigation on reported customer complaints escalated by the customer service agents. Prepare investigation reports, submit to the respective authorities and suggest improvements on containing issues
  2. 2.Analyze the customer complaints, provide suggestions, red flag for pressing issues and follow up for resolution. Prepare a monthly report share, advise and  recommend where there is need for improvement
  3. 3.Continuous training of staff on managing client expectations, services provided and soft skills to deliver excellent customer service
  4. 4.Sharing with other managers the analysis reports on customer complaints, and discuss possible improvements to customer service
  5. 5.Monitor quality of the calls answered by agents, document the review, share with the agents and use data for training need analysis
  6. 6.Develop service procedures, policies and standards for customer service management
  7. 7.Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
  8. 8.Take ownership of customers issues and follow problems through to resolution
  9. 9.Work with the business units to be updated on product knowledge and be informed of any changes in company policies
  10. 10.Ensure all customer service agents are well trained for their job, have the adequate knowledge of the company’s products and services, are updated at all times on service changes, critical events, and  operational issues on the ground
  11. 11.Improving customer service experience, create engaged customers and facilitate sales growth
  12. 12Prepare a monthly report to be shared with the management on complaints categories and trends.
  13. 13.Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.



Bachelor’s degree in PR /Customer Service /Journalism

A Diploma in Communication related course, Tourism or Hospitality (Communication and PR would be an added advantage.



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Customer Service & Customer Support Modern Coast 11 months ago