Head of Customer Service at Kaduna State Government

Grade: Level 14

Job Duties / Responsibilities

• Take ownership of pensioners issues and follow problems through to resolution.
• Develop service procedures, policies, and standards.
• Keep accurate records and document pensioners service actions and discussions.
• Mentor and develop Pension Desk Officers
• Senior citizens engagement and feedback.
• Maintain an orderly workflow according to priorities.

Job Requirements
Basic Requirements:

• Bachelor's Degree or equivalent in any Social Science related discipline.
• Working knowledge of relevant customer service software, databases, and tools.
• Strong client-facing communication skills.
• Advanced multi-tasking and team management skills.
• A service delivery orientation.
• Familiar with the use of Customer Relationship Management.
• Ability to speak the language of the environment is an added advantage.

Experience:

• Minimum of 12 years’ experience in a similar role.
• Age Bracket:18 - 50years old.

Key Competencies Requirements:

• Behavioral
• Critical thinking
• Ability to handle tasks with minimal supervision.
• Proficient in Microsoft Office (MS Word, Excel, PowerPoint Access etc.) and use of internet. 

Remuneration

• Remuneration is subject to prevailing salary structure for Kaduna State Civil Servants for Grade Level 14.