Customer service manager

Job Summary

You are to lead a team of customer service representatives to quickly, calmly and confidently address customer issues with service, delivery or condition of products

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

You are to lead a team of customer service representatives to quickly, calmly and confidently address customer issues with service, delivery or condition of products. Maintain professional environment for customer service team to thrive to solve problems and increase customer satisfaction, leading to an increase in sales


  • Works with the regional managers & regional assistants via phone call and emails and provides vital information needed for the success of the project
  • Monitors and reviews customer services  processes looking  for ways to make procedures more time and cost-effective
  • Makes regular reports to management about progress and challenges
  • Help to collate data (information) from agents in the field
  • Holds regular meetings with department staff to discuss expectations and hear team concerns
  • Listen in on calls and conduct quality assurance when necessary
  • Evaluate call center agents performance
  • Make calls to customers
  • Distribute tasks across agents and ensure it is carried out efficiently
  • Working with a team to support a large number of incoming calls and emails
  • Generating sales leads, building sustainable relationships where necessary
  • On-board new employees and train them based on your expertise and skill set
  • Working with relevant stakeholders to mitigate defaulters  
  • Liaises with management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department
  • Additional responsibilities maybe assigned as required


Qualifications and Education Requirements

  • OND/HND/BSc
  • 2-3 years’ work experience in Customer Service Manager Position. Candidate should have successfully completed his/her NYSC 
  • Must be able to speak Hausa and any other language
  • Preferred Skills
  • Excellent verbal and written communication skills
  • The ability to maintain calm under pressure
  • A thorough knowledge of the product or service the company they work for is offering
  • Very Good use of Microsoft office and proficient in the use of excel



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