Customer Service Lead

About the role

The Customer Service Lead will head the service team in Accra and Tema, ensuring a high‑quality, consistent experience for all customers. This senior position combines people management, process improvement and cross‑functional collaboration to drive satisfaction and loyalty.

Key responsibilities

• Lead, coach and develop the customer service team to meet performance targets.
• Establish and maintain service standards, procedures and KPIs.
• Monitor interactions, handle escalated complaints and ensure timely resolutions.
• Analyse feedback, identify trends and propose improvement initiatives.
• Prepare regular performance reports for senior management.
• Collaborate with Sales, Operations, Marketing and other departments to resolve issues and enhance the overall experience.
• Maintain accurate customer records and ensure compliance with company policies.
• Leverage technology and service tools to improve response times.

Required profile

• Master’s degree in Business Administration, Management, Marketing, Communications or a related field.
• Minimum 5 years of relevant customer service experience, including supervisory or team‑lead roles.
• Strong leadership, communication and conflict‑resolution abilities.
• Excellent analytical, reporting and problem‑solving skills.
• Ability to manage multiple priorities under pressure.

Required skills

• Microsoft Excel
• Microsoft Word
• CRM systems (customer service platforms or ticketing tools)