Customer Service Manager
Customer Service Manager
Posted on :
26-05-2025
Employer Active
1 Vacancy
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Job Description
My client is the largest online distributor of beer spirit and wine in Nigeria. They are currently in need of a CUSTOMER SERVICE MANAGER
LOCATION: Lagos State
JOB DESCRIPTION
- Hire train supervise and evaluate customer service representatives providing performance feedback and guidance. Assist with staffing scheduling and performance evaluations.
- Directly address customer inquiries and complaints resolving issues efficiently across all platforms
- Track and analyze key customer service metrics identifying trends and areas for improvement.
- Implement and maintain procedures to optimize customer service operations and enhance the customer experience. Develop and implement customer service policies procedures and standards.
- Develop and implement customer service objectives and goals aligning them with overall business objectives.
- Effectively communicate customer service policies and procedures to the team and other stakeholders.
- Ensure prompt and accurate communication with customers across all channels (in-person email phone online).
- Foster positive relationships with customers by providing exceptional service and addressing their needs.
- Monitor and analyze customer feedback reviews and surveys to identify areas for improvement.
- Stay informed about industry trends and competitor practices to improve customer service strategies.
- Identify and resolve complex customer issues escalating them to higher levels when necessary.
- Compile and analyze data to measure performance reporting on department performance to upper management. Report on key performance indicators (KPIs) related to customer satisfaction and team efficiency.
- Lead train and motivate the customer service team to meet and exceed service expectations.
- Work closely with sales and inventory teams to ensure smooth order processing and delivery.
JOB REQUIREMENT
- BS degree in Business Administration or related field. A minimum of 4 years of proven experience in a customer service position and Proven working experience as a Customer Service Manager Retail Manager or Assistant Manager
- Experience in providing customer service support
- Ability to use Microsoft office (especially Excel) ERP and analyze data proficiently
- Excellent knowledge of management methods and techniques
- Proficiency in English strong client-facing and communication skills
- Working knowledge of customer service software databases and tools
- Excellent leadership and interpersonal skills ability to think strategically and to lead.
- Advanced troubleshooting and multi-tasking skills
- Ability to pay great attention to details and strategic thinking skills
Employment Type
Full Time
Key Skills
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