Customer Experience & QA Lead at Mano Africa

Mano Africa is the next generation of eCommerce, pioneering ultra fast grocery delivery in Africa by combining sophisticated technology with quick commerce, and with a promise to deliver our customers’ orders within 30 minutes. We boast of a sophisticated and strong network of riders as they are the lifeline of our business and they make it possible to deliver groceries to our customers ultrafast and efficiently.

We are recruiting to fill the position below:

Job Title: Customer Experience & QA Lead

Location: Lagos
Category: Operations

Description

At Mano, we seek to sustain high quality service for our customers, even as our footprints in Africa expands rapidly.
The Customer Service & Quality Assurance (QA) Lead will serve as a Lead helping to ensure that our Customer Service team is providing timely and accurate responses to customer enquiries, queries, and escalations as well as instilling best practices for customer interactions, order management, and customer communications.
The successful candidate will have a strong desire to priortize customer experience, innovate customer service & QA processes and exceed expectations both as a Leader and a Customer Service Advocate in a dynamic, fast-paced environment.

Responsibilities

Oversee the efforts of the Customer Service team, planning, directing, supervising, and evaluating their day-to-day operations.
Responsible for the growth and development of Customer Service Representatives through frequent and effective coaching, performance improvement plans and, if necessary, corrective action.
Ensure compliance with company guidelines particularly related to the quality of service.
Monitor and review calls or other correspondence between representatives and customers and gather pertinent information concerning quality and performance.
Conduct frequent coaching sessions to motivate teammates, direct them professionally, and champion performance to meet internal KPIs.
Engage with customer points of contact to provide timely issues status and resolution plans.
Identify process breakdowns or quality challenges and escalate to Support or Operational leadership for assessment and guidance.
Develop training materials reflecting support best practices and other methods for quality and customer support processes.
Lead training activities on customer process and service quality for all frontline teams.
Monitor customer complaint and enquiries metrics to improve weekly/monthly NPS.

Job Specification

Bachelor’s Degree in a relevant course
Must have completed NYSC
5+ years of experience working in Customer Support, Service Delivery, Quality, or a related role
3+ years of experience in management and supervision
Experience with support specific to retail, e-commerce and/or telecoms
Experience designing training materials and facilitating trainings
Familiarity with Zendesk or similar CRM tool is a key requirement
Advanced writing and editing skills, especially regarding documentation and training content
Ability to interface with and train all levels of employees
Leadership by influence
Communication skills
Independent work skills
Focus on results
MS Office proficiency