Customer Experience Representative Manager

Job Description

Job Title – Customer Experience Representative Manager
Location – Lagos

Job Summary
We are sourcing for a candidate to join our team as Customer Experience Representative Manager.

Responsibilities:
Develop and implement company-wide customer service policies and best practices to ensure a seamless experience for all customers across products.
Lead and manage customer service teams, providing training, coaching, and performance management to improve service quality.
Handle escalated customer complaints and complex disputes, ensuring timely and fair resolutions.
Collaborate with product, marketing, and operations teams to improve the overall customer journey and eliminate friction points.
Track and analyze customer service KPIs, including response time, resolution rates, and customer satisfaction (CSAT) scores.
Implement customer feedback mechanisms to gather insights and drive continuous improvements in service.
Ensure customer service teams are equipped with the right tools and technology (e.g., CRM systems, chatbots) to handle queries efficiently.
Monitor and assess customer service workflows to optimize efficiency and reduce bottlenecks.
Provide training to customer service staff on new products, features, and company policies.
Lead crisis management efforts during service disruptions, product recalls, or high-volume periods, ensuring customer issues are handled promptly.
Collaborate with marketing and sales to improve post-sales support and enhance customer retention.
Ensure compliance with data protection and privacy laws when handling customer data and communication.
Prepare detailed reports for executive leadership on customer service trends, key issues, and proposed solutions.
Lead initiatives to scale customer service teams as the company grows, implementing new technologies such as AI-driven customer support or expanding to global support systems.
Startup Responsibility: Due to the nature of the role, responsibilities can expand or change over time to meet evolving business needs.

Qualifications
Bachelor’s in Business/Marketing/Communications valuable)
6 years in CX roles; 5+ years if leading CX functions
CRM & CX tool expertise; Metrics analysis (NPS, CSAT); Customer journey mapping

Benefits
Health insurance (Confirmed Staff)
Hybrid working model
Opportunities for professional growth
Collaborative and supportive team environment
An opportunity to be part of a mission-driven company transforming the housing market in Nigeria