Job title: Head of Customer Success Job at FoodCourt
Company:
Job description: FoodCourt is a food delivery network. Our business model is centered around FAST and affordable deliveries handled with utmost care.
We are recruiting to fill the position below:
Job Positon: Head of Customer Success
Job Location: Lagos
Employment Type: Full-time
Responsibilities
Customer Service Strategy:
- Develop and execute a comprehensive customer service strategy aligned with the company’s goals and values.
- Utilize industry expertise and stay updated on customer service software, AI chatbots, and emerging trends to optimize service delivery.
- Implement innovative techniques to enhance the customer experience while maximizing efficiency and resources.
Emotional Intelligence and Brand Tone:
- Foster a culture of empathy and emotional intelligence within the customer success team, emphasizing the importance of understanding and addressing customer needs.
- Establish and enforce a consistent tone and voice for the brand across all customer interactions, ensuring alignment with the company’s values and image.
Customer Feedback Loop:
- Design and implement a robust customer feedback loop that seamlessly integrates with various stakeholders, capturing insights at every touchpoint of the customer journey.
- Analyze feedback data to identify trends, concerns, and opportunities for improvement, driving actionable strategies for enhancing customer satisfaction.
Team Employee Morale Boosting:
- Develop initiatives and programs aimed at boosting employee morale within the customer success team, fostering a positive and supportive work environment.
- Provide mentorship, guidance, and resources to empower team members, recognizing and celebrating their contributions.
Key Performance Indicators (KPIs)
Customer Satisfaction Metrics:
- Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), churn rate.
Efficiency and Effectiveness:
- Average response time, first contact resolution rate, ticket handling time, service level agreements (SLAs) adherence.
Feedback Loop Effectiveness:
- Rate of feedback collection, actionable insights derived from feedback, implementation of improvement strategies.
Employee Morale and Engagement:
- Employee satisfaction scores, team performance indicators, retention rates, professional development.
Reports:
Daily Reports:
- Customer Service Performance Report: Monitor key performance metrics, including response times, resolution rates, and customer feedback trends.
- Employee Morale Report: Track team engagement, satisfaction levels, and identify areas for improvement in the work environment.
Weekly Reports:
- Feedback Analysis Report: Analyze collected feedback, highlight trends, and propose actionable strategies for enhancement.
- Customer Engagement Report: Evaluate engagement initiatives’ impact on customer retention and satisfaction levels.
Monthly Reports:
- Customer Retention Report: Detail strategies implemented and their impact on customer retention rates.
- Employee Development Report: Showcase training initiatives and their effect on team performance and morale.
Quarterly Reports:
- Strategic Roadmap Report: Outline future plans and improvements based on comprehensive analysis and insights gathered.
- Stakeholder Satisfaction Report: Evaluate satisfaction levels across stakeholders based on service quality and interactions.
Expected salary:
Location: Nigeria
Job date: Sun, 17 Dec 2023 03:35:17 GMT
