Customer Service Manager at Outsource Nigeria

Job Summary

• The Customer Service Manager leads the customer service team to deliver prompt, professional, and effective support to clients and partners.
• This includes overseeing customer touchpoints across channels and resolving escalated complaints.

Key Responsibilities

• Lead and manage a team of customer service officers, ensuring KPIs are met.
• Develop and enforce service standards, response time protocols, and escalation processes.
• Handle complex customer complaints and ensure resolution within SLA.
• Liaise with operations, technical, and finance departments to resolve systemic issues.
• Monitor customer satisfaction through surveys, feedback tools, and analytics.
• Recruit, train, and supervise customer service staff and corpers.
• Prepare detailed reports on customer queries, complaints, and service trends.
• Recommend improvements to systems and processes to enhance the customer experience.

Requirements

• Bachelor’s Degree in Business, Communication, or related field.
• 5–7 years of experience in customer service roles; 2+ years in a managerial capacity.
• Strong problem-solving, people management, and communication skills.
• Familiarity with CRM platforms, helpdesk tools, and customer analytics.