Job Position: Head, Customer Service Operations
Company Name: Virtual Switch International
Job Location: Abuja (FCT)
Salary: N500,000 – N600,000
Description:
As the Head of Customer Service Operations you will oversee and lead the company’s customer service department, ensuring the delivery of exceptional support experiences to customers across all touchpoints.
This role is responsible for driving customer satisfaction, streamlining service processes, managing the service team, and ensuring alignment with the company’s strategic goals.
Key Responsibilities:
* Lead and manage the daily operations of the customer service department, ensuring consistent and high-quality service delivery.
* Develop and implement customer service policies, procedures, and standards.
* Set performance targets for speed, efficiency, customer satisfaction, and quality, and monitor them through KPIs and dashboards.
* Coordinate with other departments (sales, marketing, IT, product development) to ensure a seamless customer journey.
* Develop strategies for continuous improvement of the customer service function, including automation and digital support tools (e.g. chatbots, CRM, etc.).
* Oversee the recruitment, training, and performance evaluation of customer service staff.
* Implement customer feedback mechanisms and ensure issues are escalated and resolved efficiently.
* Identify trends in customer inquiries, complaints, and behavior to inform business improvements.
* Manage customer service budgets, forecasts, and resource planning.
* Champion a customer-centric culture across the organization.
Educational Qualifications and Experience
* Bachelor’s Degree in Business Administration, Communications, Management, or a related field.
* Minimum of 6 –10 years of progressive experience in customer service or operations, with at least 3 years in a leadership or managerial role.
* Experience in fintech & e-commerce is preferred.
* A Master’s Degree (MBA or equivalent) is an added advantage.
* Demonstrated success in managing large customer service teams and implementing service improvement initiatives.
Key Skills and Competencies:
* Strong leadership and people management skills.
* Excellent communication and interpersonal abilities.
* Strategic thinking with the ability to execute operational plans.
* Analytical mindset with proficiency in interpreting customer data and KPIs.
* High level of emotional intelligence and conflict resolution skills.
* Experience with CRM tools, ticketing systems, and digital communication channels.
* Ability to work in a fast-paced, target-driven environment.
* Work Environment and Culture:
Fast-growing and innovation-driven organization.
Collaborative and performance-oriented team culture.
Customer-obsessed, data-driven decision-making environment.
Method of Application
Interested and qualified candidates should send their CV to: humancapital@virtualswitch.org using the Job Position as the subject of the email.
