Jobs 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.

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Requirements

• Candidates should possess a minimum of an OND
• Retail experience is a strong advantage
• Strong customer service and communication skills
• Ability to organize, arrange, and merchandise effectively
• Basic computer skills and ability to operate a POS system
• Must be proactive, able to work under minimal supervision, and handle customer pressure professionally.

Working Hours:

• Alternate weekdays: 8:00 AM – 9:00 PM
• Alternate weekends: Saturdays 9:00 AM – 9:00 PM, Sundays 12:00 PM – 9:00 PM
• Public holidays: 9:00 AM – 9:00 PM.

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What You’ll Be Doing
People & Culture:

• Be a culture champion. Lead the rollout of people-first HR strategies and initiatives that align with our mission, values, and goals
• Be a trusted partner. Support managers with expert HR advice – from diagnosing challenges to co-creating solutions that unlock team potential.
• Hire right. Own end-to-end talent acquisition for Nigeria – sourcing, interviewing, and onboarding the best and brightest with the right skills and the right attitude.
• Create a winning experience. Ensure every touchpoint in the employee lifecycle – from onboarding to exit – is seamless, compliant, and meaningful.
• Know the market. Stay on top of compensation trends to ensure Pulse remains competitive, fair, and attractive to top talent.
• Drive performance. Manage our performance cycle with intention – from regular check-ins to formal reviews – keeping goals aligned and teams motivated.
• Nurture growth. Help employees tap into learning opportunities. Design training programs or partner with providers to develop our people.
• Keep us compliant. Maintain up-to-date records – from payroll to work permits – and ensure we’re always audit-ready.
• Track the pulse. Use HR metrics to monitor engagement and guide decision-making that drives a thriving workplace.

Key Responsibilities:

• HR Strategy & Culture, Talent Acquisition & Onboarding, Performance Management, Officer Operations & Admin

Other Responsibilities:

• The Director of HR will be expected to lead the strategic people agenda, partner closely with the executive team, and drive organizational effectiveness across a dynamic and growing business.

Criteria

• Proven experience working closely with senior management and other executives, particularly in providing strategic input on recruitment, performance management, talent development, and organizational growth
• Strong ability to navigate and manage a complex organizational structure
• Sector experience in media, marketing, telecommunications, or advertising is highly preferred
• Notice period of no more than one to two months