Customer Support Supervisor at Alan & Grant Full Time

Job Title: Customer Support Supervisor

Location: Lagos
Job type: Full-time
Industry: Recreation

Job Summary

• Our Customer Service Supervisor is responsible for handling the highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely maner.
• You provide knowledge and expertise to the Customer Support Executive, while successfully resolving any service-related issues and ensuring departmental objectives are met.

Responsibilities

• Daily reviewing of previous days’ performance and action items to implement immediate improvements for missed opportunities.
• Publishing of weekly monthly management reports summarizing performance across the team including any relevant matters/insights.
• Cascading regular feedback to the team on performance / initiatives and relevant updates
• Department KPIs to track performance and implement strategies and/or optimize procedures to meet and improve targets.
• Effectively managing and developing Customer Support Executives to drive the performance.
• Serving as a final point of escalation for Customers who wish to escalate concerns questions or complaints above the executives’ level.
• Working closely with key business functions.
• Compliance to ensure that staff are familiar with and compliant with the latest customer-facing regulations.
• Implementing change initiatives and actively promoting a positive culture focused on performance, accountability, customer retention and results within the department.
• Developing and implementing customer service procedures and guidelines to ensure adherence to company policies and standards.
• Identifying areas for improvement and recommending changes to enhance service quality.

Requirements

• B.Sc Degree in Marketing, Business Administration or other relevant fields.
• 4+ years of experience in customer support or a related field.
• Excellent use of technology/Tech Savvy
• Ability to manage a team.
• Excellent written and verbal communication skills.
• Strong problem-solving skills and the ability to think creatively.
• Passion for gaming and an understanding of the gaming industry.
• Ability to work independently and as part of a team.
• Familiarity with customer support tools and ticketing systems.
• Ability to work flexible hours, including weekends and holidays, as needed.

Application Closing Date
Not Specified.