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.