Overview

Sanlam Nigeria, a member of the Sanlam Group in South Africa, is a leading financial services institution in Nigeria, having successfully transformed the Nigeria Insurance space and distinguishing itself by delivering exceptional services.

Job Position: Team Lead, Customer Service

Job Location: Nigeria

Job Description

  1. Enhance service delivery and customer satisfaction
  2. Drive Service Excellence
  3. Collaborate with Cross-functional Teams to Foster Customer Loyalty and Retention.

Job Responsibilities

  1. Provide leadership to the customer service team and ensure they are equipped with the necessary skills and knowledge to deliver exceptional service.
  2. Provide clear direction, set performance expectations, foster a positive work environment, and support the professional growth and development of team members
  3. Provide management reports, identify trends, and provide recommendations for improvement.
  4. Assess customer feedback and identify areas for improvement to make informed decisions and drive positive change.
  5. Optimize Operational efficiency within the customer service unit by identifying opportunities for automation and leveraging technology and self-service options to enhance productivity.
  6. Maintain regular communication with customers through newsletters and various communication channels to provide updates, gather feedback, and enhance customer engagement.
  7. Foster effective communication among teams to ensure seamless customer experiences, address inquiries or issues promptly, and contribute to the overall success of the organization.
  8. Ensure all relevant communication, records, and data are accurately updated and maintained to provide a comprehensive view of customer interactions and support decision-making.
  9. Coordinate customer service units/teams, measure customer satisfaction and handle complex customer enquiries
  10. Provide support for projects and process automation initiatives within the unit to improve efficiency and customer experience.
  11. Ensure all customer engagements are managed in line with defined TAT’s and analyze recurring breaches of TAT’s to implement remediating solutions.
  12. Determine content for customer communications in line with topics that are frequently encountered in customer interactions.
  13. Ownership of the CRM system, including implementation and continuous improvement of the CRM system.

Job Requirements
Academic Qualification & Work Experience

  • First Degree in Business Administration or any related field
  • 7-10 years relevant experience required
  • Prior experience in Financial Services/Telco will be an added advantage
  • Master’s degree and/or Customer Service related certification required
  • Member of Chartered Insurance Institute of Nigeria (CIIN) – desirable and added advantage

Required Competencies(KSA)
Technical Competencies/Skills:

  1. Customer Relationship Management
  2. Process Improvement
  3. Problem solving
  4. People management skills
  5. Reasoning skills
  6. Analytical Skills
  7. Good planning and organizing skills
  8. Good communication and report writing skills.

Behavioral Competencies:

  1. Interpersonal skills Analytical skills
  2. Initiative and innovation
  3. Relationship Management skills
  4. Integrity

Leadership Objectives:

  1. Demonstrates ability to lead, manage and motivate a team to achieve set goals and objectives
  2. Demonstrates team spirit and the ability to work with others
  3. Demonstrates initiative and enthusiasm
  4. Good leadership and people management skills

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

Tagged as: Customer Service

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