Customer Service Manager at Speedaf Nigeria Limited

Position Summary

• The Customer Service Manager (CSM) is responsible for leading and managing a team of customer service representatives to ensure excellent customer experiences. This role involves overseeing daily operations, implementing service strategies, resolving customer complaints, and improving customer satisfaction.

Key Responsibilities

Team Leadership & Supervision

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

Customer Experience Management

• Ensure timely and effective resolution of customer inquiries and complaints.
• Develop and implement customer service policies and procedures.
• Monitor customer interactions and feedback to enhance service quality.

Operational Management

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

Performance Analysis & Reporting

• Track key performance indicators (KPIs) such as response time, customer satisfaction, and service levels.
• Provide reports and insights to senior management on service trends and areas for improvement.

Collaboration & Continuous Improvement

• Work with other departments (sales, marketing, operations) to align customer service with company objectives.
• Stay updated on industry trends and implement best practices.
• Identify areas for improvement and drive initiatives for enhanced customer service.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Customer Service, or related field.
• 3-5 years of experience in customer service management or a related 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 in managing a call center or customer support team.
• Knowledge of customer service principles and best practices.
• Ability to work in a fast-paced environment and adapt to change.