Customer Service Lead

• Lead and supervise the customer service team to ensure excellent and consistent service delivery.
• Establish and maintain high customer service standards, procedures, and performance targets.
• Monitor customer interactions and ensure enquiries and complaints are handled promptly and professionally.
• Manage escalated customer complaints and complex service issues through to resolution.
• Monitor customer feedback and identify trends, recurring issues, and opportunities for improvement.
• Track key customer service performance indicators and prepare regular reports for management.
• Coach, mentor, and develop customer service team members to improve their performance.
• Collaborate with Sales, Operations, Marketing, and other departments to resolve customer concerns and improve the overall customer experience.
• Develop initiatives to improve customer satisfaction, loyalty, and retention.
• Ensure customer information and service records are accurately maintained.
• Review and improve customer service processes to enhance efficiency and service quality.
• Ensure compliance with company policies, procedures, and customer service standards.
• Identify opportunities to leverage technology and customer service tools to improve response times and service delivery.
• Provide management with actionable insights based on customer feedback and service performance data.

• A Master’s Degree in Business Administration, Management, Marketing, Communications, Customer Experience, or a related field.
• Minimum 5 years of relevant customer service experience.
• Proven experience in a supervisory, team lead, or management role within customer service.
• Strong knowledge of customer experience and customer relationship management principles.
• Excellent verbal and written communication skills.
• Strong leadership and people-management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong analytical and reporting skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Experience using CRM systems, customer service platforms, or ticketing systems will be an advantage.

• Customer-focused mindset
• Leadership and team management
• Excellent communication
• Problem-solving and decision-making
• Conflict resolution
• Customer relationship management
• Performance management
• Analytical thinking
• Process improvement
• Attention to detail
• Emotional intelligence

• Opportunity to lead and develop the customer service function.
• Professional development and career growth opportunities.
• A collaborative and performance-driven work environment.

Location: Lashibi, Greater Accra

Salary: GHS 4,000 – GHS 5,000 per month