Customer Service Supervisor at GUO Transport Company Limited

Job Summary

• We are seeking a proactive and experienced Customer Service Supervisor to lead our customer service team, ensure excellent service delivery, and maintain high customer satisfaction levels.
• The ideal candidate will oversee daily operations, manage staff performance, resolve escalated issues, and drive continuous improvement in customer experience.

Key Responsibilities

• Supervise and coordinate the daily operations of the customer service team.
• Monitorinter actions (calls, chats, emails) to ensure adherence to service standards.
• Handle complex or escalated customer complaints and provide prompt resolution.
• Train, coach, and mentor customer service representatives to improve performance.
• Track and analyze customer service metrics to identify trends and improvement opportunities.
• Develop and enforce customer service procedures, policies, and best practices.
• Prepare weekly and monthly reports on customer feedback and team performance.
• Collaborate with other departments to resolve customer issues and enhance service delivery.
• Ensure the team maintains professionalism, courtesy, and product knowledge at all times.
• Maintain an organized, efficient workflow to meet SLA and quality targets.

Requirements

• HND / B.Sc. in any relevant field.
• 2–5 years experience in customer service, with at least 1 year in a supervisory role.
• Strong leadership, coaching, and people-management skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in CRM tools, ticketing systems, and MS Office Suite.
• Strong customer-focused mindset and attention to detail.

Key Competencies:

• Customer Relationship Management
• Team Leadership & Supervision
• Performance Monitoring
• Complaint Management
• Emotional Intelligence
• Process Improvement
• Time Management

Salary
N200,000 - N250,000 / month.