Job Openings » Unit Head – Customer Service
Unit Head – Customer Service
by Kaduna State Residents Identity Management AgencyUnit Head – Customer Service
Job Description
JOB BRIEF
Responsible for the promotion of excellent customer experience throughout the organization. They are responsible monitoring and quality improvement of all touch points in the Agency.
RESPONSIBILITIES
REMUNERATION
Remuneration is subject to prevailing compensation for Kaduna State Civil Servants for Grade Levels 12-14 depending on the successful candidates’ qualifications and years of experience.
Responsible for the promotion of excellent customer experience throughout the organization. They are responsible monitoring and quality improvement of all touch points in the Agency.
RESPONSIBILITIES
- Take ownership of customer issues and follow problems through to resolution.
- Develop service procedures, policies, and standards.
- Keep accurate records and document customer service actions and discussions.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Marketing and citizens engagement.
- Resolve complaints from residents.
- Maintain an orderly workflow according to priorities.
REMUNERATION
Remuneration is subject to prevailing compensation for Kaduna State Civil Servants for Grade Levels 12-14 depending on the successful candidates’ qualifications and years of experience.
Job Requirement
MINIMUM REQUIREMENTS
- Bachelor’s
degree or equivalent in any social science related discipline.
Minimum of 10 years’ experience in a similar role, or 7 years’ experience in a similar role in addition to a master’s degree in any social science related discipline. - Working knowledge of relevant customer service software, databases and tools.
- Strong client-facing communication skills.
- Advanced multi-tasking and team management skills.
- A service delivery orientation.
- Familiar with the use of CRM