Customer Service Manager At SPEEDAF Logistics Nigeria LTD


Pay: ₦300,000.00 – ₦350,000.00 per month
Location: Lagos

Position Summary
The Customer Service Manager (CSM) will lead and manage a team of customer service representatives to deliver exceptional customer experiences. This role involves overseeing daily operations, implementing service strategies, resolving customer issues, and driving customer satisfaction.

Key Responsibilities

Team Leadership & Supervision

  • Recruit, train, and mentor customer service representatives.
  • Set clear performance goals and conduct regular evaluations.
  • Foster a positive, collaborative, and productive work environment.

Customer Experience Management

  • Ensure prompt and effective resolution of customer inquiries and complaints.
  • Develop and enforce customer service policies and procedures.
  • Monitor customer interactions and feedback to continuously improve service quality.
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Operational Management

  • Oversee the daily operations of the customer service department.
  • Maintain accurate records of customer interactions and transactions.
  • Streamline workflows to enhance efficiency and reduce response times.

Performance Analysis & Reporting

  • Track and analyze key performance indicators (KPIs) such as response time, customer satisfaction, and service levels.
  • Prepare detailed reports and provide actionable insights to senior management.
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Collaboration & Continuous Improvement

  • Collaborate with other departments (sales, marketing, operations) to align customer service with company goals.
  • Stay informed about industry trends and implement best practices.
  • Identify opportunities for improvement and lead initiatives to enhance customer service.

Required Skills & Qualifications

  • Bachelor’s degree in Business Administration, Customer Service, or a related field.
  • 3-5 years of experience in customer service management or a similar role.
  • Strong leadership, communication, and interpersonal skills.
  • Proficiency in customer service software and CRM tools.
  • Ability to handle customer complaints and resolve conflicts effectively.
  • Analytical mindset with a focus on data-driven decision-making.
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Preferred Qualifications

  • Experience managing a call center or customer support team.
  • In-depth knowledge of customer service principles and best practices.
  • Ability to thrive in a fast-paced environment and adapt to change.

Job Type: Full-time
Application Deadline: 13/03/2025

If you are a motivated leader with a passion for delivering exceptional customer service, we encourage you to apply and join our team at SPEEDAF Logistics Nigeria LTD.

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