Job Description Job PurposeTo oversee and improve the overall customer experience, ensure exceptional customer interactions and efficient issue resolution, foster a healthy working relationship within the service teams to sustain business growth, and profitability. KEY RESPONSIBILITIES• Develop and implement strategies to enhance the overall customer experience and satisfaction.• Monitor customer interactions and ensure consistent delivery of high-quality service.• Identify areas for improvement and recommend process enhancements to optimize customer support workflows.• Collaborate with cross-functional teams to implement customer-focused initiatives.• Review and analyze customer feedback to identify recurring issues and implement preventive measures.• Establish and implement clear customer retention goals.• Improve customer Product uptake through cross selling drives and initiatives.• Handle escalated customer issues and ensure timely and effective resolution.• Generate regular reports on team performance, customer feedback, and trends advise business and management on solutions and insights.• Review customer complaints and concerns and seek to improve the customer experience.• Lead and manage customer service teams, nature and take lead in their performance and developmentKEY PERFORMANCE METRICS Performance AreaPerformance IndicatorsFinancial• Zero incidents of operational losses• Cross selling Referrals• Customer Customer satisfaction score• Zero incidents of cold attitude environment to customers• Issue resolution timelinesInterswitch – INTERNAL Interswitch – INTERNAL• 2% call abandonment rate• Customer Retention levels• Net promoter score. Internal• Team productivity• Compliance with all laws, policies, procedures attaining service.• Risk assessments• Zero breached processes• Adhering to processes and internal controls Learning & Growth• Perspective• %Individual Development Plan achieved• 100% Internal mandatory trainingsEDUCATION AND EXPERIENCE Academic Qualification(s):• A good degree in Marketing/business from any accredited UniversityExperience (Number of relevant years):• Minimum 3 years’ relevant experience in service.KEY COMPETENCIES Competencies• Excellent communication skills, both oral and written• Customer Focus• Strong Networking and interpersonal skills• Strong organizational skills with an ability to manage competing client demands.• Stake holder Management• Leadership Skills• Teamwork and collaboration