Customer Service Manager

Responsibilities:

• Manage and supervise customer service officers/teams across all branches.
• Ensure customers are attended to promptly, courteously, and professionally.
• Respond to escalated inquiries, complaints, and service-related issues.
• Monitor and track customer communication channels (calls, emails, walk-ins, social platforms).
• Implement customer service policies, standards, and procedures.
• Prepare weekly/monthly customer service reports for management.
• Maintain accurate and updated customer databases.
• Conduct regular service quality checks and customer satisfaction surveys.
• Train, coach, and support customer service staff.
• Collaborate with Sales, Marketing, Operations, and Business Development teams to ensure smooth client handover and resolution of all concerns.
• Develop strategies to improve customer experience and loyalty.
• Handle sensitive and high-value customer cases professionally.
• Maintain strong knowledge of company products, properties, and services.

Requirements:

• Minimum Qualification: Bachelor’s Degree (BSc/HND) in Business Administration, Communications, Marketing, or related field.
• Experience: 3–5 years of customer service experience (at least 1–2 years in a supervisory or managerial role).
• Industry experience in real estate, banking, telecoms, or hospitality is an added advantage.
• Strong spoken and written communication skills.
• Ability to manage a large customer portfolio across multiple branches.
• Must be detail-oriented, organized, and able to work under pressure.
• Must possess strong leadership and conflict-resolution skills.
• Proficiency in CRM tools and customer service software is a plus.
• Professional certification in customer service is an added advantage.
• Customer relationship management
• Complaint resolution and escalation handling
• Service quality management
• Team supervision and leadership
• Client communication and follow-up
• Data reporting and documentation
• CRM software knowledge (Zoho, HubSpot, Bitrix, or similar)
• Microsoft Office proficiency (Excel, Word, PowerPoint)
• Email and call management
• Customer data entry and record-keeping
• Excellent communication and interpersonal skills
• Problem-solving and conflict management
• Patience and emotional intelligence
• Strong organizational and time management skills
• Professional demeanor and customer-focused attitude
• Ability to multitask and work in a fast-paced environment