Future Wox is a creative media and marketing services agency based in Lagos. We provide exceptional marketing, promotional, and experiential services and products tailored to fit our clients’ brands.

Do you have a passion for customer service excellence? Do you consider yourself a mentor and take pride in your leadership abilities? Future Wox is looking for a Client Service Team Lead to oversee our Client Services Team. The position provides leadership, guidance, coaching and development to the Client Service team members.

In this role you will be responsible for elevating performance through educating employees on processes, monitoring inbound and outbound calls, reporting monthly individual performance stats, quality checking and conducting one on one meetings and team meetings. The Team Lead will excel in working in a group environment with peer interaction, training of new associates, delivering customer satisfaction, coaching and developing team members. The incumbent will also work closely with senior leadership to implement new processes and procedures motivating and inspiring the team to embrace the changes.

Responsibilities

• Identify client requirements and continue to improve client relationships.
• Lead staff by providing guidance and direction, coaching and support, quality monitoring and conducting regular performance reviews.
• Build and maintain a positive team environment that fosters trust, service excellence and talent development.
• Provide feedback to leadership to ensure success throughout the Client Service team.
• Collaborate and partner with various departments at the client site and within Future Wox
• Implement process documentation, new training procedures and work closely with team members to maximize customer satisfaction, profitability and business needs.
• Work collaboratively to support and promote the company’s values and vision.
• Develop reward, recognition and motivation techniques to maintain employee satisfaction.
• Maintain knowledge of products, processes, policies and procedures.
• Other duties as assigned.

• Bachelor’s degree.
• 3+ years of prior leadership or supervisory experience preferably in a client service environment
• Excellent verbal, written and interpersonal skills.
• Excellent client relationship management skills
• Decisive, confident, positive attitude and experience with influencing others.
• Make decisions under pressure and able to drive change.
• Ability to be flexible, work in a fast-paced environment and take additional responsibilities to meet business needs.
• Able to build a high performing team and accountable for promoting a positive environment and service experience.