Customer Service Manager

Responsibilities:

• Manage all incoming client enquiries through WhatsApp, phone calls, and walk-ins promptly and professionally.
• Accurately capture client details, item information, service requirements, and job information at the point of intake.
• Clearly communicate available services, pricing, timelines, and collection or delivery arrangements to clients.
• Ensure client expectations are properly established and managed from the beginning of each engagement.
• Log all client jobs accurately into the relevant system or spreadsheet and ensure records remain complete and up to date.
• Coordinate and track jobs through each stage of the service process, following up internally to ensure timely progress.
• Keep clients appropriately updated on the status and progress of their items and jobs.
• Maintain a warm, professional, and consistent tone across all client communications while upholding premium service standards.
• Ensure client enquiries receive timely responses and handle concerns, complaints, and feedback calmly and professionally.
• Escalate sensitive, complex, or unresolved customer issues to Management when required.
• Coordinate client pickups and deliveries, ensuring items are ready, properly checked, and correctly matched before collection or dispatch.
• Communicate collection and delivery timelines clearly and coordinate arrangements with clients and relevant internal teams.
• Maintain accurate records of client interactions, requests, completed jobs, collections, deliveries, and before-and-after photographs.
• Keep all client and job information organised, accurate, confidential, and up to date, while supporting service improvement and other responsibilities assigned by Management.
• Other duties as assigned by management.

Requirements:

• B.Sc., HND, or equivalent qualification in Business Administration, Mass Communication, Marketing, Public Relations, Customer Service, or a related field.
• Minimum of 2 years’ experience in customer service, client relations, front-office operations, or another client-facing role.
• Experience managing multiple clients, enquiries, or customer requests simultaneously.
• Experience in a luxury, premium, retail, hospitality, fashion, lifestyle, or service-based business is an advantage.
• Demonstrated ability to manage customer communication, job tracking, and service coordination effectively.
• Excellent spoken and written English.
• Strong articulation and the ability to communicate clearly, confidently, and professionally are essential.

Core Skills & Functional Competencies:

• Strong understanding of customer service, client communication, and end-to-end service coordination.
• Highly articulate, well-spoken, confident, and professional in client interactions.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively.
• Strong computer literacy and ability to use digital tools efficiently in day-to-day operations.
• Proficiency in Microsoft Excel and Microsoft Word/Google Docs, particularly for maintaining records, preparing documents, and managing customer/job information.
• Strong attention to detail and accuracy when capturing client information, job details, service requests, and records.
• Strong organisational skills with the ability to manage multiple clients, jobs, requests, and priorities effectively.
• Ability to communicate services, pricing, timelines, and expectations clearly while maintaining a professional customer experience.
• Strong follow-through and ability to track jobs through different stages until completion.
• Strong customer relationship management skills, with the ability to maintain warm, professional, and consistent client interactions.
• Ability to handle complaints, concerns, and feedback calmly, patiently, and with a solution-focused approach.
• Strong problem-solving skills and ability to identify when issues require escalation.
• Ability to coordinate effectively with internal teams to ensure jobs progress according to expected timelines.
• Strong responsiveness, reliability, accountability, and ownership in managing customer requests and service delivery.
• Ability to represent a premium service brand confidently and maintain its service standards in every client interaction.
• Calm and professional under pressure, with the ability to remain composed when managing demanding or sensitive customer situations.

Benefits:

• Remuneration: NGN 250,000 Monthly.