Head, Customer Service Operations at Virtual Switch International

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At Virtual Switch International, we are at the forefront of powering the future. With a legacy spanning 7 years, we have established ourselves as a leading force in the power industry. Our commitment to innovation, sustainability, and reliability has driven us to excel in providing cutting-edge solutions to meet the world's growing energy needs.

We are recruiting to fill the position below:

Job Title: Head, Customer Service Operations

Location: Abuja (FCT)

Description

  • As the Head of Customer Service Operations you will oversee and lead the company’s customer service department, ensuring the delivery of exceptional support experiences to customers across all touchpoints.
  • This role is responsible for driving customer satisfaction, streamlining service processes, managing the service team, and ensuring alignment with the company’s strategic goals.

Key Responsibilities

  • Lead and manage the daily operations of the customer service department, ensuring consistent and high-quality service delivery.
  • Develop and implement customer service policies, procedures, and standards.
  • Set performance targets for speed, efficiency, customer satisfaction, and quality, and monitor them through KPIs and dashboards.
  • Coordinate with other departments (sales, marketing, IT, product development) to ensure a seamless customer journey.
  • Develop strategies for continuous improvement of the customer service function, including automation and digital support tools (e.g. chatbots, CRM, etc.).
  • Manage customer service budgets, forecasts, and resource planning.
  • Champion a customer-centric culture across the organization.
  • Oversee the recruitment, training, and performance evaluation of customer service staff.
  • Implement customer feedback mechanisms and ensure issues are escalated and resolved efficiently.
  • Identify trends in customer inquiries, complaints, and behavior to inform business improvements.

Educational Qualifications and Experience

  • Bachelor’s Degree in Business Administration, Communications, Management, or a related field.
  • A Master’s Degree (MBA or equivalent) is an added advantage.
  • Experience in fintech & e-commerce is preferred.
  • Demonstrated success in managing large customer service teams and implementing service improvement initiatives.
  • Minimum of 6 –10 years of progressive experience in customer service or operations, with at least 3 years in a leadership or managerial role.

Key Skills and Competencies:

  • Strong leadership and people management skills.
  • High level of emotional intelligence and conflict resolution skills.
  • Experience with CRM tools, ticketing systems, and digital communication channels.
  • Ability to work in a fast-paced, target-driven environment.
  • Excellent communication and interpersonal abilities.
  • Strategic thinking with the ability to execute operational plans.
  • Analytical mindset with proficiency in interpreting customer data and KPIs.

Work Environment and Culture:

  • Fast-growing and innovation-driven organization.
  • Collaborative and performance-oriented team culture.
  • Customer-obsessed, data-driven decision-making environment.

How to Apply
Interested and qualified candidates should send their CV to: humancapital@virtualswitch.org using the Job Title as the subject of the email

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