Customer Service Manager - Lagos, Lagos State

Job summary

Customer Service Manager role in Confectionery industry in Lagos, Nigeria.

Responsibilities

• Respond to emails and inquiries in a timely and professional manner.
• Handle orders and client requests, ensuring accuracy and responsiveness.
• Oversee the team management, ensuring all processes are well managed and functional.
• Prepare and manage the customer service department weekly calendar, scheduling tasks for efficient workflow.
• Oversee the customer service team to ensure all inquiries, complaints, and requests are handled professionally and promptly.
• Develop and implement customer service policies, standards, and procedures.
• Monitor and evaluate team performance, setting KPIs to maintain high service levels.
• Handle escalated customer issues and resolve conflicts effectively.
• Gather and analyze customers' feedback to improve services and customer satisfaction

Qualifications

• Bachelor's degree in Business Administration, Hospitality, Communications, or related field.
• Minimum of 3–5 years of experience in customer service team management, preferably in a supervisory or managerial role.
• Strong leadership, organizational, and multitasking skills.
• Excellent communication and interpersonal abilities.
• Proficient in Microsoft Office and customer service software (e.g., CRM systems).
• Ability to work flexible hours, including evenings and weekends, depending on schedules.

Job description