Customer Service/Experience Lead at Renda

Lagos

Renda

Company Info

Mid sized business

Renda is a technology solution that aggregates and digitizes access to the end-to-end logistics and fulfillment infrastructure that enables businesses to scale seamlessly and efficiently across Africa.

1 to 50 Employees

Renda is a technology solution that aggregates and digitizes access to the end-to-end logistics and fulfillment infrastructure that enables businesses to scale seamlessly and efficiently across Africa.

Job Title: Customer Service/Experience Lead

Location: Ilupeju, Lagos

Employment Type: Full-time

Job Description

  • We are looking for a Customer Service/Experience Lead to champion the end-to-end customer experience and support functions for SCALE.
  • This role will oversee service channels, drive customer satisfaction, lead support agents, and implement strategies that enhance retention and loyalty.

Key Responsibilities
Customer Service Management:

  • Lead the customer service function across phone, email, and in-app support channels.
  • Ensure timely, professional, and empathetic responses to customer inquiries.
  • Monitor team performance and coach agents to meet service level expectations.

Customer Journey & Experience Design:

  • Map, evaluate, and enhance the customer journey for B2C and B2B users.
  • Identify friction points and implement improvements for smoother onboarding and service experiences.
  • Collaborate with product and operations teams to deliver customer-first solutions.

Escalations & Issue Resolution:

  • Act as the point of escalation for unresolved or complex customer complaints.
  • Maintain escalation logs and ensure SLA-compliant resolution timelines.
  • Proactively identify and address recurring customer issues.

Engagement & Retention Initiatives:

  • Develop initiatives to reduce churn and increase repeat service usage.
  • Oversee feedback collection (surveys, interviews, app reviews) and convert insights into action plans.
  • Drive customer loyalty through consistent value delivery and support excellence.

Reporting & Performance Tracking:

  • Set and monitor KPIs such as CSAT, NPS, first response time, and resolution rate.
  • Generate weekly and monthly reports with insights to inform strategy and leadership decisions.

Key Qualifications & Requirements

  • Bachelor’s Degree in Business, Communications, or related discipline.
  • 5 years of experience in customer service or customer experience roles, preferably in tech or logistics.
  • Proven ability to lead and motivate a support team.
  • Strong communication and conflict resolution skills.
  • Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk, HubSpot).
  • Data-driven mindset with the ability to analyze customer trends and drive improvements.
  • Excellent negotiation, communication, and stakeholder management skills.

Application Closing Date
15th June, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

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