Customer Service Manager

Location: Lekki, Lagos
Employment Type: Full-time

Job Description

• The Customer Service Manager will lead and manage the day-to-day operations of the Customer Services Department, ensuring the delivery of consistently high-quality service to internal and external customers by implementing the customer service strategy, managing customer enquiries and order processing, monitoring service performance, and driving continuous improvement.

Key Responsibilities

• Oversee the accurate and timely processing of customer quotations, orders, and order confirmations.
• Manage staffing, training, coaching, and performance to ensure the team delivers efficient and exceptional customer service.
• Promote effective communication and collaboration across the Customer Services function.
• Support change management and process improvement initiatives to enhance customer experience and operational efficiency.
• Establish and monitor service standards, performance targets, and KPIs.
• Lead and manage the day-to-day operations of the Customer Services Department.
• Drive continuous improvement initiatives across customer enquiries and order processing.
• Implement the company’s Customer Service strategy and ensure alignment with departmental and business objectives.
• Foster a positive, motivated, and high-performing team environment.

Requirements

• Preferably male candidates (for gender balance).
• Demonstrated experience in change management, process improvement, or continuous improvement initiatives.
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proficiency in Microsoft Office packages and CRM/customer service platforms such as Zendesk, Freshdesk, Zoho Desk, Gorgias, or similar systems.
• High level of accuracy and attention to detail.
• Strong customer focus with excellent communication and interpersonal skills.
• Strong experience in resource planning, organizing, team management, problem-solving and performance management.
• Experience gained within a manufacturing or wholesale environment is an advantage.
• Experience handling customer enquiries through email, live chat, WhatsApp, telephone, and social media.
• Proven experience in a quick response, high fluctuating, customer driven industry.
• Minimum of 5 years’ recent and proven experience in a B2B or B2C customer service environment, including at least 3 years in a senior customer service or customer relations management role.