About TELEWYZ
We are a recently licensed Mobile Virtual Network (MVNO) by the Nigerian Communication Commission (NCC) providing a digital first, innovation driven mobile service with the intent of offering improved quality and network availability nationwide while providing world class experiences that will empower our customers in achieving abundant living.
We have a strong ambition to becoming the market leader in our segment hence we are seeking a self-driven, highly motivated and experienced individual to join our team as the “Customer Experience Manager” who will play a pivotal role in ensuring exceptional customer service to our customers while leveraging data analytics to drive operational excellence.
Job Description
As the Customer Experience Manager, you will be responsible for leading, managing, and optimizing Telewyz customer experience operations to deliver unparalleled support to our valued customers. You will also be a key driver in utilizing data analytics to enhance customer satisfaction, streamline processes, and identify opportunities for continuous improvement
Duties & Responsibilities
- Lead and inspire a dynamic team of customer experience professionals to provide outstanding support and resolve customer inquiries effectively.
- Foster a culture of excellence, collaboration, and continuous learning within the customer experience department.
- Set performance goals, conduct regular performance reviews, and provide coaching and development opportunities to team members.
- Customer Experience Enhancement
- Develop and implement strategies to elevate the overall customer experience, ensuring prompt and empathetic handling of customer concerns.
- Monitor customer feedback and sentiment to identify areas for improvement and devise action plans accordingly.
- Drive initiatives that result in increased customer satisfaction, loyalty, and retention rates.
- Utilize data analytics tools and methodologies to gather, analyze, and interpret customer service data, identifying trends, patterns, and opportunities.
- Collaborate with cross-functional teams to translate data insights into actionable strategies for process optimization and service enhancement.
- Develop and maintain relevant metrics and KPIs to measure and track the performance of the customer experience department.
- Streamline customer service processes and workflows based on data-driven insights, aiming for increased efficiency and reduced response times.
- Implement best practices and innovative solutions to resolve customer inquiries, ensuring a seamless and hassle-free experience.
- Stay informed about industry trends, customer expectations, and emerging technologies in the Telecommunications sector to proactively adapt and enhance our service offerings.
- Lead or participate in projects focused on improving customer service operations, including the integration of AI and automation to enhance self-service capabilities.
Educational/ Professional Qualifications and Experience
- Bachelor’s degree in Business Administration, Management, or a related field. Master’s degree is a plus.
- Proven experience (8+ years) in a leadership role within a customer service or customer support environment, preferably in the Telecommunications industry.
- Strong background in data analytics, with the ability to interpret and leverage data to drive informed decisions and strategies.
- Excellent communication, interpersonal, and leadership skills
- Analytical mindset with a problem-solving orientation.
- Proficiency in data analytics tools (e.g., Excel, Tableau, Power BI) and customer relationship management (CRM) systems.
How to Apply:
If you are a dynamic, forward-thinking and experienced young Nigeria who is a Customer Service
Manager with experience in the call center environment, we encourage you to apply by hitting the
link below.
