Customer Service Supervisor at ORIKI Group

ORÍKÌ is a luxury skincare brand that fuses natural ingredients & scientific research to create extraordinary personal care products. We create effective and luxurious beauty and grooming products utilizing raw materials and all natural resources discovered around the world. Botanically based, we use potent plants, organic ingredients and 100% natural essential oils.

We are recruiting to fill the position below:

Job Title: Customer Service Supervisor

Location: Victoria Island, Lagos
Job Type: Full-time

Job Brief

We are sourcing a driven, innovative, passionate and client-oriented On-ground Customer Service Supervisor.
The On-ground CSR Supervisor will work closely with the Head of Operations & HR to train and manage the daily operations of the CSR team to an internationally acceptable standard.
The On-ground CSR Supervisor is responsible for setting performance goals for the team, training and coaching the team to ensure the team deliver high-quality customer service and every client have an experience. Analysis of data and customer feedback will be a key area to focus on for consistent improvement.

Requirements

BA or B.Sc in Business Administration, Marketing or a related discipline
Relevant professional Customer Service qualification or certification is essential for this role.
Must possess a minimum of 5 years’ work experience in customer relations and services
Demonstrated experience and understanding of CRM tools and metrics
Relevant experience with managing and resolving complex customer issues and escalations
Strong networking and interpersonal skills.
Ability to work on own initiative, prioritize work, handle pressure and take day-to-day decisions on the running of the organization
Results oriented
Client Experience oriented
Innovative
Proactive
Integrity and highly confidential
Commitment to and understanding of team work and collaborative working.
Highly motivated self-starter.
Excellent analytical and interpretive ability
Ability to remain calm under pressure
Proficient in Microsoft tools, google suites & Canva
Excellent organizational and multitasking abilities
Experience with training customer service representative
Ability to handle stressful situations.
Patient and understanding.
Detail Oriented and Efficient
Ability to bring a strong vision of development, continuous
improvement and growth for in control
Tech Savvy, CRM tools and other software’s
Strong commitment to inclusion and change client issues.