Customer Care Team Lead needed at M-KOPA

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M-KOPA’s job vacancy, Career and Recruitment

Job title : Customer Care Team Lead

Job Location : Lagos

Deadline : September 29, 2022

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Job Summary

  • We are is looking to hire a Customer Care Team Lead to lead a team of Customer Care Representatives, monitor and manage individual performance while motivating the team to ensure that the set team targets are met.


  • Manage the overall teams’ daily activities to ensure smooth operations.  
  • Provide support to the team on escalated customer queries, problems, or complaints to ensure complete resolution. 
  • Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions.  
  • Conduct team meetings to receive, give feedback and disseminate important information.  
  • Analyze and report on customers, products, and the overall operational challenges. 
  • Liaise with HR business partners on any people-related topics, including disciplinary issues. 
  • Manage a team of Customer Care Coordinators, organize team schedules, provide support, and ensure that the team is adequately staffed during peak times.  
  • Manage the knowledge repository used for providing answers and solutions for employees, maintaining accurate and up-to-date information.  
  • Monitor the service level agreements and key performance indicators for the Customer Care Team. 
  • Oversee the use and implementation of service management technology. 
  • Review and resolve escalations that are unable to be resolved by a Customer Care officer. 
  • Conduct periodic reviews of Administrative Service Center team members.  
  • Provide transaction progress updates.  
  • Support process improvement by identifying opportunities to enhance internal processes. 
  • Gather and review data related to customer contact and interactions, and prepare reports based on data. 

Qualification and Experience

  • Bachelor’s Degree or Diploma in a Business field or equivalent.
  • 2 years experience in a Team Leadership role or equivalent. 


  • Proficient in MS Office Suites
  • Great leadership and interpersonal skills
  • Good decision making and problem-solving skills.?  
  • Great analytical skills
  • Ability to work in a fast-paced environment
  • Customer Intelligence/Customer Analytics.

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply online

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