Customer Service Team Leader

Founded as a farmers' mutual in 2002, the company is now one of the larger mutual insurers in Nigeria. We started in 2002 and have grown to about 1,500 people. Continuing education credits are tracked and reimbursed.

Job summary

Spicebush Insurance is hiring for its Orders team in Lagos. Full-time and part-time shifts available. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is an in-person role at our Lagos location.

Duties

• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Explain bills and payment options and take payments over the phone.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.

What you need

• 8-10 years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.

₦215,000 - ₦290,000 pcm

Pay and benefits

• Flexible schedule.

Shortlisted candidates will hear from us within two weeks.

This posting may close early if we receive enough applications.

Duration: 6 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Spicebush Insurance Ltd.