1. Customer Service Manager

Requirements:

1. Qualification: Bachelor’s degree in Business Administration, Information Technology or a related field. A Master’s degree or relevant certifications (e.g., Certified Customer Service Manager) is a plus.
2. Experience: Minimum of 5 years of experience in customer service or related roles, with at least 3 years in a supervisory or managerial position, preferably in the ICT industry.
3. Technical Skills:Proficiency in customer service software and CRM platforms (e.g. Salesforce, Zendesk).
4. Familiarity with data analytics tools and techniques for monitoring and improving customer service metrics.
5. Knowledge of emerging technologies in customer service, such as chatbots and AI-driven solutions.

Duties & Responsibilities:

1. Leadership and Supervision:
2. Bachelor’s degree in Business Administration, Information Technology or a related field. A Master’s degree or relevant certifications (e.g., Certified Customer Service Manager) is a plus.
3. Set clear goals, objectives, and performance expectations for team members.
4. Conduct regular performance evaluations, provide feedback, and support professional development.
5. Strategy Development:
6. Develop and implement customer service strategies aligned with company goals and objectives.
7. Identify areas for improvement and implement initiatives to enhance customer satisfaction and retention.
8. Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
9. Process Improvement:
10. Continuously review and optimize customer service processes and procedures for efficiency and effectiveness.
11. Implement best practices and standards to streamline operations and enhance service delivery.
12. Utilize customer feedback and data analytics to identify trends and areas for improvement
13. Customer Relationship Management:
14. Build and maintain strong relationships with key customers, understanding their needs and requirements.
15. Address customer inquiries, concerns, and escalations in a timely and professional manner.
16. Proactively engage with customers to gather feedback and ensure satisfaction.
17. Team Development and Training:
18. Provide training, coaching, and mentorship to customer service team members.
19. Foster a positive and supportive work environment that encourages teamwork and collaboration.
20. Identify training needs and develop programs to enhance team skills and capabilities.
21. Performance Monitoring and Reporting:
22. Monitor key performance indicators (KPIs) related to customer service, such as response time, resolution rate, and customer satisfaction scores.
23. Generate regular reports and insights on departmental performance, trends, and areas for improvement.
24. Implement corrective actions and initiatives to address performance gaps and meet targets.
25. Technology Utilization:
26. Utilize customer service technologies and platforms effectively to streamline operations and enhance service delivery.
27. Stay updated on emerging technologies and tools to improve efficiency and effectiveness.
28. Technology Utilization:
29. Ensure compliance with company policies, procedures, and service level agreements (SLAs).
30. Implement quality assurance measures to maintain service standards and consistency.
31. Conduct regular audits and reviews to ensure adherence to regulatory requirements and industry standards.
32. Conflict Resolution:
33. Handle customer complaints and conflicts effectively, striving for swift resolution and customer satisfaction.
34. Escalate complex issues to appropriate stakeholders and follow up to ensure resolution.
35. Customer Feedback and Insights:
36. Gather and analyze customer feedback, suggestions, and complaints to identify areas for improvement.
37. Use customer insights to drive product or service enhancements and innovation initiatives.
38. Implement customer feedback mechanisms to foster a customer-centric culture.

2.Legal & Compliance Specialist:

Requirements:

1. Qualifications: Bachelor’s degree in Law, Finance, Business Administration or a related field.
2. Advanced degree or certification in compliance (e.g., Certified Compliance & Ethics Professional (CCEP), Certified Information Privacy Professional (CIPP)) is a plus.
3. Experience: Minimum of 4-5 years of experience in legal and compliance roles, preferably within the ICT industry.
4. Proven experience in contract management, regulatory compliance, and internal audits.
5. Experience with data privacy laws and regulations, such as GDPR is highly desirable.

Duties & Responsibilities:

• Legal Policies and Compliance Programs:

6. Develop, implement, and enforce legal policies, procedures, and compliance programs to ensure adherence to laws, regulations, and industry standards applicable to the ICT industry.
7. Develop, implement, and enforce legal policies, procedures, and compliance programs to ensure adherence to laws, regulations, and industry standards applicable to the ICT industry.

• Legal Advice and Guidance:

8. Provide legal advice, guidance, and support to management, departments, and employees on a wide range of legal issues, including contracts, intellectual property, employment law, data privacy, corporate governance, and taxation.

• Contract Management:

9. Review, draft, negotiate, and interpret contracts, agreements, and legal documents to protect the company's interests, mitigate legal risks, and ensure compliance with contractual obligations and regulatory requirements.

• Legal Research and Analysis:

10. Conduct legal research, analysis, and due diligence on legal matters, emerging trends, and regulatory changes, providing recommendations and solutions to address legal issues and risks proactively

• Internal Audit Oversight:

11. Manage internal audits, including risk assessments, audit planning, and coordination of audit activities, to ensure compliance with internal controls, regulations, and corporate governance standards.

• Taxation Compliance:

12. Oversee taxation matters, including tax filings, compliance with tax laws, and collaboration with tax authorities to ensure accurate and timely submissions. Address taxation-related issues and risks, and provide guidance on tax strategies.

• Regulatory Monitoring and Compliance:

13. Monitor and assess regulatory developments, changes in laws, and industry standards affecting the ICT sector, and advise management on potential impacts and compliance requirements.

• Dispute Resolution and Litigation Management:

14. Manage legal proceedings, disputes, and litigation matters involving the company, including working with external counsel, representing the company in legal proceedings, and negotiating settlements when necessary.

• Data Privacy and Security:

15. Establish and maintain effective internal controls, policies, and procedures to ensure data privacy, information security, and compliance with relevant laws and regulations.

• Cross-Functional Collaboration:

16. Collaborate with cross-functional teams, including finance, procurement, HR, and IT, to address legal and compliance matters, resolve issues, and support business initiatives and projects.

• Legal Training and Awareness:

17. Develop and deliver legal training programs, workshops, and materials to educate employees on legal obligations, ethical standards, and compliance requirements relevant to their roles and responsibilities.

• Stakeholder Communication and Documentation:

18. Maintain accurate and comprehensive records, documentation, and reports related to legal matters, compliance activities, regulatory filings, and internal audit outcomes. Communicate effectively with stakeholders to address legal and compliance matters.