Customer Service Lead

Position: Customer Service Lead

Industry: Agriculture/Agrotech

Location: Abuja, Nigeria

Job Type: Full-Time

Job Description (Summary): As the Customer Service Lead, you will manage daily customer service operations, lead and mentor a team of support representatives, and develop strategies to enhance customer satisfaction. You will also analyze feedback to improve service quality, ensure compliance with company policies, and maintain accurate records of customer interactions. Customer Service Management: Oversee daily customer service operations, ensuring timely and effective responses to inquiries, complaints, and feedback.

Develop and implement customer service policies, procedures, and standards.

Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

Handle escalated issues and resolve them professionally and efficiently. Team Leadership: Lead, mentor, and train a team of customer service representatives to deliver exceptional service.

Conduct performance reviews and provide constructive feedback to team members.

Schedule shifts and ensure adequate coverage during peak times. Customer Engagement and Retention: Build strong relationships with customers, particularly smallholder farmers and agribusiness partners, to understand their needs and concerns.

Develop strategies to improve customer satisfaction and promote brand loyalty.

Collaborate with marketing and product teams to align customer service efforts with overall business goals. Technology and Process Improvement: Leverage digital tools and CRM systems to manage customer interactions effectively.

Identify opportunities to automate repetitive tasks while maintaining a personal touch in customer interactions.

Analyze customer feedback to identify trends and recommend product or service improvements. Compliance and Reporting: Ensure compliance with company policies, industry regulations, and service-level agreements (SLAs).

Prepare regular reports on customer service metrics and provide insights to management.

Maintain accurate records of customer interactions and resolutions.

Required Qualifications & Experience: Bachelor’s degree in Business Administration, Agriculture, Finance, or a related field.

Additional certifications in Customer Service, Agribusiness, or Fintech are a plus.

1–3 years of experience in customer service.

Prior experience in the agritech or fintech industry is highly desirable.