The ideal candidate will oversee the Customer Happiness team, drive service excellence, resolve escalations, and maintain strong client relationships. Prior experience in client-facing roles is essential. Experience in Real Estate, Insurance, or Financial Services is a strong advantage.

• Lead and mentor the Customer Happiness team to deliver top-tier service.
• Oversee daily operations, performance monitoring, and task allocation.
• Handle escalated client issues and ensure swift issue resolution.
• Maintain strong relationships with key clients and stakeholders.
• Implement initiatives to improve customer experience and service quality.
• Collaborate with internal departments to resolve customer concerns.
• Prepare weekly and monthly performance reports.

• Bachelor’s degree in a relevant field.
• Minimum of 6 years total experience in customer service/customer success.
• At least 2 years in a leadership or supervisory role.
• Strong experience handling clients directly.
• Background in Real Estate, Insurance, or Financial Services (added advantage).
• Excellent communication and problem-solving skills.
• Proficiency in CRM and customer support tools.
• Strong analytical, reporting, and organizational skills.

How to Apply
Interested and qualified candidates should send their CV to fortkinsglobal@gmail.com with the subject: Team Lead, Customer Happiness.