About this role
Customer Experience Lead at Growth Partner Intermediaries Limited
Growth Partner Intermediaries Limited is an HR consulting firm established to provide HR services to comapanies, ranging from recruitment, outsourcing, head hunting, training and advisory. The aim is to allow businesses manage what is core to them while we support them in HR services.
About the Role
- The Customer Experience Lead will oversee customer support operations and ensure a seamless experience for customers, restaurant partners, and riders.
- The ideal candidate should be solution-driven and experienced in a fast-paced environment such as food delivery, e-commerce, logistics, or technology platforms.
Key Responsibilities
- Lead daily customer support operations across calls, chats, email, and WhatsApp.
- Manage escalations and resolve complex customer complaints.
- Lead, coach, and develop the customer support team.
- Set and monitor team KPIs and performance targets.
- Develop and implement SOPs for refunds, cancellations, delivery issues, and other service processes.
- Track key metrics including CSAT, response time, resolution time, and complaint rates.
- Coordinate with restaurant partners and riders to resolve service issues.
- Drive continuous improvement, process optimisation, and automation.
- Serve as a key point of contact for customers and partners, ensuring a positive and seamless experience.
Requirements
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Bachelor’s Degree or HND in any field with 4–7 years’ experience in customer service operations.
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Experience in food delivery, e-commerce, logistics, or tech is an advantage.
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Strong leadership, communication, problem-solving, and customer service skills.
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