Sales / Customer Service Experience Team Lead at Venus Finance

Venus Finance was founded with a vision to revolutionize financial systems and empower dreams by providing easy access to funds and creating risk-free, profitable investment opportunities. As a hub of financial solutions for Africa by Africans, Venus Finance is filling the financial gaps that have hindered people from achieving their career, business, academics, health, or financial goals. Over the years, we offered loan facilities to hundreds of people seeking to travel abroad for various purposes. We have expanded our offering to include business loans and personal loans for emergencies, payday advances and so on. We also launched an investment structure that our customers have utilized to earn millions of naira monthly.

We are recruiting to fill the position below:

Job Title: Sales / Customer Service Experience Team Lead

Location: Abuja (FCT)
Employment Type: Full Time

Job Description

• The Sales / Customer Experience Team Lead is responsible for driving sales performance, ensuring a superior customer experience within Venus Finance and tasked with the responsibility of implementing HR policies and procedures, managing employee relations, and contributing to the development of a positive workplace culture

Key Responsibilities
Team Leadership:

• Lead, mentor, and motivate the sales and customer experience team to achieve and exceed targets, while delivering outstanding service.
• Conduct regular team meetings to review performance, provide feedback, and set goals.
• Foster a positive and collaborative team environment.
• Source and develop ad hoc sales team.

Sales Strategy and Execution:

• Develop and implement sales strategies to achieve company targets.
• Liaise with the PR and Media team to ensure all content going out are in line with the organization’s objectives.
• Introduce strategies to generate leads, and increase visibility and sales conversion.
• Monitor sales metrics and analyze data to identify areas for improvement.
• Collaborate with the marketing team to create effective sales campaigns and promotions.
• Coordinate field campaigns twice every month

Customer Experience Management:

• Ensure the delivery of a seamless and exceptional customer experience.
• Address and resolve customer complaints and issues promptly and effectively.
• Gather customer feedback to identify opportunities for service improvement.

Training and Development:

• Provide ongoing training and development opportunities for team members.
• Keep the team updated on industry trends, product knowledge, and sales techniques.
• Design a process flow for the Customer Experience team from the point of inquiry to feedback.

Administrative Support:

• Provide administrative support to various departments as required.
• Assist in onboarding new employees and managing employee records.
• Support the HR Manager/Operations Manager in daily tasks.

Process Improvement:

• Identify and suggest improvements to administrative processes.
• Implement best practices for efficient office management and customer service.
• Participate in training and development programs to enhance skills.

Performance Monitoring:

• Set performance goals and objectives for the team.
• Conduct performance reviews and implement action plans for underperforming team members.
• Recognize and reward high performers.

HR Support and Administration:

• Assist the HR Administrator in day-to-day HR operations, including employee record maintenance and documentation.
• Participate in the execution and implementation of HR policies and procedures.
• Support the recruitment process by posting job ads, screening resumes, scheduling interviews, and compiling documentation for interviews.
• Assist in the onboarding and exit processes, ensuring a smooth transition for new hires and existing employees.
• Support the development and execution of employee engagement and retention initiatives.
• Assist in the administration of performance appraisal processes, including tracking performance review schedules and ensuring timely completion.
• Support the HR Administrator in identifying training and development needs and coordinating training programs.
• Assist in the preparation and submission of HR reports, metrics, and analytics.
• Observe the HR Administrator in meetings and strategic discussions to gain insights into HR decision-making processes.
• Maintain confidentiality and ensure the security of employee data and records.
• Serve as an alternate point of contact for employee inquiries, providing timely and accurate information.
• Assist in resolving employee conflicts and addressing grievances under the guidance of the HR Administrator.

Qualifications

• Bachelor's Degree in Sales and Marketing, Business Administration, or a related field.
• Minimum of 3 years of experience in sales and customer experience roles within the finance industry.
• Ability to analyze data and make data-driven decisions.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Proven track record of achieving sales targets and improving customer satisfaction.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficient in CRM software and Microsoft Office Suite.

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

Application Deadline  19th August, 2024.