Customer Service Manager at Firewood Rice Nigeria

Responsibilities

• Leading, mentoring, and developing the customer service team to ensure high performance and morale.
• Monitoring team performance through KPIs and providing regular feedback.
• Organizing training and development opportunities to enhance team skills.
• Managing and responding to escalated customer inquiries, complaints, and feedback in a timely and professional manner.
• Developing and maintaining customer service protocols and standards, ensuring consistent quality across all touch points.
• Handling complex or sensitive customer service issues and providing appropriate resolutions.
• Analyzing customer service data to identify trends and areas for improvement.
• Developing and implementing customer service policies to improve efficiency and customer satisfaction.
• Collaborating with other departments (production, sales, and marketing) to ensure seamless service and to resolve any issues affecting customer satisfaction.
• Preparing and presenting detailed reports on customer service activities, feedback, and performance metrics.
• Tracking and monitoring customer feedback to identify areas for product or service improvement.

Requirements

• B.Sc / HND from reputable institution
• Minimum of 2 years’ experience in a leadership role interfacing with customers
• Excellent verbal and written communication skills
• Critical thinking and Customer centric
• Working in a hospitality environment is a plus.
• Proximity to Surulere is Key.