Customer Support Manager at Vitel Wireless Limited

Job Summary

• The Customer Support Manager will be responsible for building, leading, and managing Vitel Wireless’ customer service operations in Lagos. The ideal candidate will drive exceptional customer experience, manage support teams and systems, and ensure operational efficiency, responsiveness, and professionalism in every customer interaction.

Key Responsibilities

• Develop and implement customer service policies, standards, and procedures aligned with company objectives.
• Lead, coach, and motivate customer support teams to deliver high-quality service and meet performance KPIs.
• Manage day-to-day operations of the Customer Service Center, including call center, online support, and walk-in channels.
• Handle escalated customer issues and ensure prompt, effective resolution.
• Monitor service metrics, analyze performance reports, and recommend improvements.
• Collaborate with technical, marketing, and product teams to ensure seamless customer experience.
• Oversee training programs for support agents to maintain service excellence.
• Implement customer feedback systems and drive continuous improvement initiatives.
• Ensure compliance with regulatory requirements and company policies.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Communications, or related field (MBA is an advantage).
• 5–7 years of experience in a telecommunications or technology-based customer service environment, with at least 2 years in a managerial or supervisory role.
• Proven track record in managing large customer support teams and multi-channel operations.
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Proficiency with CRM and customer support software (e.g., Zendesk, Freshdesk, Salesforce, or equivalent).
• Passion for delivering exceptional customer experiences.