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.
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.
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.
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.
