Customer Service Team Lead

Lead our customer service team to deliver outstanding experiences for retail partners and end consumers. This role involves managing a team of 6 agents handling phone, email, and WhatsApp inquiries. Responsibilities: - Supervise and coach a team of 6 customer service agents - Handle escalated complaints and ensure timely resolution - Monitor service KPIs (response time, CSAT, first-call resolution) - Develop SOPs and training materials for the team - Analyze customer feedback trends and recommend improvements - Coordinate with sales and logistics teams on order-related issues

- Bachelor's degree or HND in Business, Communications, or related field - 3+ years of customer service experience with 1+ year in a supervisory role - Excellent verbal and written communication skills - Experience with CRM systems (Freshdesk, Zendesk, or HubSpot) - Calm and professional demeanor when handling difficult situations - Proficiency in English and at least one local language