Customer Service Supervisor

Location: Ikate/Fola Osibo, Lagos
Employment Type: Full-time

Job Summary

• The successful candidate will be responsible for supervising the customer service function across all branches, managing customer complaints and after-sales processes, supporting branch teams, and ensuring that every customer interaction reflects the professionalism and service standards expected of a leading electronics retail business.
• This role requires someone who has hands-on experience attending to customer queries in an electronics retail environment, understands warranty and after-sales processes, and can effectively coordinate customer service operations across multiple locations.
• We are looking for a highly experienced, customer-focused, and professionally grounded Customer Service Supervisor with a strong background in electronics showrooms, consumer electronics retail, home appliances, or major brands such as LG, Samsung, Hisense, or similar electronics environments.

Key Responsibilities
Customer Service Operations:

• Monitor customer interactions, complaints, enquiries, and service requests to ensure timely resolution.
• Develop and implement customer service procedures, escalation processes, and service standards.
• Ensure consistent customer service standards and professional communication across all locations.
• Supervise and coordinate customer service activities across all branches.

Complaint Resolution & After-Sales Support:

• Liaise with manufacturers, suppliers, and service partners (e.g., LG and other electronics brands) to resolve customer concerns efficiently.
• Maintain accurate records of complaints, resolutions, warranty claims, and service activities.
• Handle escalated customer complaints involving electronics, appliances, warranty claims, deliveries, and after-sales issues.
• Track unresolved cases and ensure customers receive regular updates until closure.

Multi-Branch Oversight:

• Ensure all branches follow the approved customer service and escalation procedures.
• Provide oversight and support to customer service personnel across all branches.
• Identify recurring customer issues and recommend corrective actions.
• Conduct regular reviews of branch customer service performance.

Team Leadership & Training:

• Monitor staff responsiveness, communication quality, and customer handling skills.
• Train branch staff on professional customer communication, complaint handling, product support, and service etiquette.
• Support performance improvement initiatives within the customer service unit.
• Coach employees on managing difficult customers and maintaining professionalism under pressure.

Customer Experience Improvement:

• Help strengthen the company’s online reputation through improved service delivery and customer follow-up.
• Work with operations and branch managers to improve the overall customer experience.
• Analyze customer feedback, reviews, and complaint trends to identify improvement opportunities.
• Support initiatives aimed at increasing customer satisfaction, retention, and brand trust.

Reporting & Administration:

• Maintain organized documentation of customer cases, escalations, and service outcomes.
• Track key customer service metrics, complaint resolution timelines, and branch performance.
• Prepare weekly and monthly customer service reports for management.
• Provide management with insights on recurring operational or service-related issues affecting customers.

Key Performance Indicators (KPIs)

• Complaint resolution turnaround time.
• Quality of customer communication and follow-up.
• Innovative and Creative
• Branch customer service compliance.
• Number of unresolved escalations.
• Online customer feedback and reputation trends.
• Customer retention and repeat patronage.
• Customer satisfaction levels.

Requirements
Education:

• Bachelor’s Degree or HND in Business Administration, Marketing, Customer Service Management, Mass Communication, or a related field.

Experience:
Candidates must have:

• Minimum of 3 years’ experience in customer service within an electronics showroom, consumer electronics retail store, home appliance company, LG showroom, or similar electronics environment.
• Proven experience handling customer complaints, warranty issues, and after-sales service processes.
• Exposure to multi-branch or retail operations is an added advantage.
• Experience supervising or coordinating customer service teams is highly preferred.

Required Skills & Competencies:

• Leadership and team coordination capability.
• Good understanding of electronics retail operations and after-sales processes.
• Professional phone, WhatsApp, email, and in-person communication etiquette.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word, and Outlook).
• Strong complaint resolution and conflict management abilities.
• Strong organizational and reporting skills.
• Ability to manage difficult customer situations calmly and professionally.
• Excellent customer relationship management skills.

What We’re Looking For
The ideal candidate should:

• Understand warranty processes, product support, and after-sales customer expectations.
• Have a strong service mindset and a track record of resolving customer issues effectively.
• Be confident communicating with customers professionally across phone, email, WhatsApp, and in-store channels.
• Be proactive, organized, and able to drive accountability within the customer service team.
• Be capable of overseeing customer service operations across multiple branches.
• Have worked in an LG showroom, electronics showroom, electronics retail store, or home appliance company.

Benefits

• Professional growth and leadership development opportunities.
• Supportive and performance-driven work environment.
• Competitive salary (N200,000 – N300,000 depending on experience).
• Opportunity to lead customer service operations across a growing multi-branch electronics business.

How to Apply
Interested and qualified candidates should send their updated CV to: [email protected] using "Application – Customer Service Supervisor" as the subject of the email.

Note: Only candidates with relevant electronics showroom or consumer electronics retail customer service experience will be considered, and only shortlisted candidates will be contacted.