Sub Category

Trainee / Graduate Jobs

Administrative Jobs in Nigeria

Advertising Jobs Nigeria

Accounting Jobs in Nigeria

Auditing Jobs Nigeria

Arts Jobs in Nigeria

Android / IOS Developer Jobs

Agriculture Jobs in Nigeria

Architecture Jobs in Nigeria

Aviation Jobs in Nigeria

Automobile Jobs in Nigeria

Banking Jobs in Nigeria

Computer & InfoTech Jobs

Computer / IT Support Jobs

Customer Service Jobs

Civil Engineering Jobs

Cook / Chef Jobs

Database Jobs in Nigeria

Driving / Dispatch Rider Jobs

Education Jobs for Nigerians

Real Estate Jobs

Electrical/Electronics Jobs

Engineering Jobs in Nigeria

Facility Mgt Jobs in Nigeria

Finance Jobs in Nigeria

Front Desk Jobs in Nigeria

Geology Jobs

Government Jobs in Nigeria-

Graphics Design Jobs

Hospitality Jobs in Nigeria

Hotel Jobs in Nigeria

HR Jobs in Nigeria

Industrial Attachment (Internship)

Insurance Jobs in Nigeria

Journalism / Content Writing Jobs

Law Enforcement / Security Jobs

Lecturing Jobs in Nigeria

Law / Legal Jobs in Nigeria

Linux & Unix Jobs Nigeria

Marketing & Sales Jobs

Maritime & Shipping Jobs

Medical & Healthcare Jobs

Military Jobs in Nigeria

Computer Networking Jobs

NGO Jobs in Nigeria

Oil & Gas Jobs in Nigeria

Oracle Jobs in Nigeria

Personal Assistant Jobs

PHP & MySQL Jobs in Nigeria

Physician / Medical Officer Jobs

Public Relation Jobs

Programming / Software Jobs

Pri/Sec Sch Teaching Jobs

Real Estate Jobs in Nigeria

Remote / Work-at-home Jobs

Research Jobs in Nigeria

Safety & Health Jobs

Secretarial Jobs in Nigeria

Security Jobs in Nigeria

Sales Jobs

Shipping & Maritime Jobs

Student Jobs in Nigeria

Software Developer Jobs

System Admin Jobs in Nigeria

Teaching Jobs in Nigeria

Telecommunication Jobs

Semi-skilled / Factory Work

Volunteer Jobs Nigeria

Web Developer Jobs Nigeria

Web Designer / Frontend / UI Jobs


Job Filter

Get Latest Nigerian Jobs Alert!
Enter your email below.






  
          Popular Jobs
Fave Consulting Job Recruitment (5 Positions)

Prestigious Consulting Group Job Recruitment (5 Positions)

Jott Industries Nigeria Limited Job Recruitment (4 Positions)

IT Horizons Limited Job Recruitment (4 Positions)

JMG Limited Job Recruitment (4 Positions)

Tincan Island Container Terminal Limited (TICT) Job Recruitment (5 Positions)

TeamAce Limited Job Recruitment (31 Positions)

Dangote Group Job Recruitment (15 Positions)

Majeurs Holdings Limited Job Recruitment (5 Positions)

Eko Maintenance Limited Job Recruitment (5 Positions)

ipNX Nigeria Limited Internship & Exp. Job Recruitment (13 Positions)

Kest Professional Services (KPS) Job Recruitment (3 Positions)

Ketu Schools Job Recruitment (4 Positions)

DMOT Enterprises Job Recruitment (3 Positions)

Ivee Consulting Limited Job Recruitment (3 Positions)

Amani Advisory Limited Job Recruitment (4 Positions)

Women Impacting Nigeria (WIN) Job Recruitment (3 Positions)

TAICORP Group Job Recruitment (5 Positions)

Western Development Company Limited (WDCL) Job Recruitment (3 Positions)

Sika Manufacturing Nigeria Limited Job Recruitment (3 Positions)

PZ Cussons Nigeria Limited Job Recruitment (10 Positions)

Avatar New Energy Materials Company Limited Entry Level & Exp. Job Recruitment (5 Positions)

Cummins Nigeria Job Recruitment

Garki Hospital, Abuja Job Recruitment (6 Positions)

Composite Construction Job Recruitment (4 Positions)

Whitefield Hotels Limited Job Recruitment (6 Positions)

Pennylender Limited Internship & Exp. Job Recruitment (3 Positions)

Medecins Sans Frontieres (MSF) Job Recruitment (4 Positions)

Confederated Facilitators Limited (CFL Group) Job Recruitment (3 Positions)

Applicant Recruiters Limited Job Recruitment (10 Positions)

TAIDOB College Job Recruitment (15 Positions)

NoemDek Limited Job Recruitment (4 Positions)

The Concept Group Job Recruitment (8 Positions)

RedAid Nigeria Job Recruitment (3 Positions)

Jotna Nigeria Limited Job Recruitment (3 Positions)

Tivana Workforce Job Recruitment (14 Positions)

Careers Verified Limited Graduate, Internship & Exp. Job Recruitment (43 Positions)

Beneprojecti Nigeria Limited Job Recruitment (3 Positions)

Parkway Project Limited Job Recruitment (6 Positions)

Federal Inland Revenue Service (FIRS) Job Recruitment (14 Positions)

IHS Towers Job Recruitment (4 Positions)

Danish Refugee Council (DRC) Job Recruitment (6 Positions)

Venmac Resources Limited Job Recruitment (19 Positions)

Dreams by DV8 Hotel Job Recruitment (5 Positions)

Flour Mills of Nigeria Plc Job Recruitment (5 Positions)

LAJ-Aquaculture & Farmacology Job Recruitment (8 Positions)

Solace Tourism and Hospitality Job Recruitment (3 Positions)

Michael Stevens Consulting Job Recruitment (5 Positions)

Nettetal Nigeria Limited Job Recruitment (3 Positions)

PCCN Energy Limited Job Recruitment (5 Positions)


Customer Service & Quality Assurance Leader at MANO Africa

Posted on Wed 16th Oct, 2024 - hotnigerianjobs.com --- (0 comments)


MANO Africa are the next generation of eCommerce, pioneering ultra fast grocery delivery in Africa by combining sophisticated technology with quick commerce, and with a promise to deliver our customers' orders within 30 minutes. We boast of a sophisticated and strong network of riders as they are the lifeline of our business and they make it possible to deliver groceries to our customers ultrafast and efficiently. MANO Africa is Africa's first Integrated Grocery E-shop with your local flair.

We are recruiting to fill the position below:

Job Title: Customer Service & Quality Assurance Leader

Location: Victoria Island, Lagos
Employment Type: Full Time

Description

  • The Customer Service & Quality Assurance (QA) Lead will serve as a leader helping to ensure that our Customer Service team is providing timely and accurate responses to customer enquiries, queries, and escalations as well as instilling best practices for customer interactions, order management, and customer communications. 
  • You will have a strong desire to innovate customer service & QA processes and exceed expectations both as a Leader and a Customer Service Advocate in a dynamic, fast-paced environment.

Job Duties
Customer Service Leadership:

  • Lead and manage the customer service team, ensuring the delivery of excellent support and resolution to customers.
  • Develop and implement strategies to improve customer satisfaction and retention.
  • Establish customer service protocols and ensure compliance with company standards.
  • Act as the point of escalation for complex customer issues, driving timely and effective resolution.

Data Analysis & Reporting:

  • Monitor and analyze customer service KPIs (CSATs, NPS) and QA metrics to identify trends, insights, and areas for improvement.
  • Prepare and present regular reports on customer service performance, QA findings, and team achievements to senior management.
  • Utilize customer feedback and data to drive improvements in service quality and operational efficiency.

Quality Assurance:

  • Design and execute QA programs that monitor and assess customer interactions across various channels (calls, emails, chats).
  • Develop and maintain QA guidelines, including call scripts, communication standards, and performance metrics.
  • Monitor & conduct regular audits of customer service interactions to identify areas of improvement and ensure quality standards are met.
  • Collaborate with other departments to address and resolve quality issues in a timely manner.
  • Ensure compliance with company guidelines particularly related to the quality of service.

Team Development & Training:

  • Recruit, train, and mentor a high-performing customer service and QA team.
  • Develop and conduct frequent training programs to enhance team skills, ensuring consistency in customer service delivery.
  • Develop training materials reflecting support best practices and other methods for quality and customer support processes.
  • Foster a positive and collaborative team culture, promoting continuous improvement and professional growth.

Process Optimization:

  • Identify opportunities to streamline customer service processes and enhance overall efficiency.
  • Implement tools and technologies that improve customer service delivery and quality monitoring.
  • Ensure compliance with regulatory requirements and company policies related to customer service and QA

Requirements

  • Bachelor’s Degree in a relevant course
  • 8+ years of experience working in Customer Support, Service Delivery, Quality, or a related role
  • 4+ years of experience in management and supervision
  • Experience with support specific to retail, e-commerce, and/or telecoms
  • Experience designing training materials and facilitating training
  • Familiarity with Zendesk, Freshwork or similar CRM tool
  • Advanced writing and editing skills, especially regarding documentation and training content
  • Ability to interface with all levels of employees
  • Leadership by influence
  • Excellent communication skills
  • Results-oriented
  • MS Office proficiency.

Benefits

  • Competitive pay
  • Paid time off
  • Health Insurance
  • Great work ambiance
  • Amazing colleagues
  • TGIF moments
  • Multicultural environment
  • Employee Recognition & Rewards.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online


  

Comments (0)


Post a Comment
Name: *
Email: *
Comment: *